Please note that this role is heavily calls-based.

These calls will be very upsetting and unsettling, on a daily basis. We receive calls from customers who express feelings of distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use.

 

Please do not apply if you feel that these calls will be triggering for you to deal with.

About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers

Your day-to-day:  

The vulnerable customers role is for those people that have experience of working with adults with varying degrees of difficulties or personal hardship and can provide strong customer service, personal resilience and boundaries.

You'll be taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone, so you'll need to be able to call customers, and in app chat.

Here are some of the situations you may deal with:

Helping people with addictions make account adjustments to aid their recovery Helping people with various difficulties be fully understood by Monzo so we can help them to the best of our ability now and in the future Talking to people who are struggling to afford basic necessities, and find them the right help and support Talking to people who mention suicide, and figure out the best way to help them Advising your fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo

You should apply if you:

You can start on 28th April 2025 and attend 10 weeks of training (Monday to Friday, 4pm - 8pm) Have experience working with vulnerable customers is desirable  Are comfortable and confident managing a high volume of calls Have the ability to prioritise difficult conversations effectively Have a strong sense of empathy  Have a strong sense of personal boundaries and resilience  Ability to maintain a healthy work-life balance  Have a strong team working ethic

Logistics

This role will be fully remote in the UK (You must be permanently based in the UK for this role).

Training- will be Monday to Friday 4pm - 8pm for 10 weeks and this will be carried out remotely (please note that holidays and appointments are not allowed during this time)

Shifts - To make sure we’re around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotating 7 week working pattern - Monday to Sunday 4pm - 8pm inc bank holidays (20 hours)

🎂 We'll guarantee time off on your birthday (if you want it) with the exception of your training period. This will come from your regular holiday balance and provided you have enough to cover it.

Our interview process involves 2 main stages: 

Application and completion of application questions An interview that lasts approx 1 hour

If you have any questions regarding the role, please kindly email sambrewington@monzo.com

Please kindly note we receive a high volume of emails per day so please be patient with the response time.

Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.

What’s in it for you:

 From £24,750 pro rata (from £27,250 pro rata if you are based in Greater London) depending on direct and relevant experience and a huge range of benefits. All Monzo team members get share options as part of their package. plus stock options & benefits.

This role is distributed

Learning budget of £1,000 a year for books, training courses and conferences

And much more, see our full list of benefits here

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

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