Monzo
📍 Location: Remote, United Kingdom (UK) only
💰 Salary: £25,000 – £27,000 per year (pro rata, based on experience)
⏳ Job Type: Part-time
🚀 We’re on a mission to make money work for everyone by simplifying banking and delivering exceptional customer service. Our distinctive hot coral cards, get-paid-early feature, and engaging financial education on social media set us apart.
We focus on solving problems, not just selling products—making a real impact in people’s lives. ❤️
About the Role
As a Vulnerable Customer Service Adviser, you’ll provide crucial support to customers facing distressing situations, including financial hardship, addiction, and mental health challenges. This role is heavily calls-based and requires resilience, empathy, and strong personal boundaries.
Your Responsibilities
- Handling escalations from Customer Service Advisors via calls and in-app chat
- Assisting customers with financial difficulties, gambling issues, and addiction recovery
- Providing support to those experiencing distress, including conversations about suicide
- Advising colleagues on appropriate tone, phrasing, and actions for vulnerable customers
- Making financial accessibility adjustments to improve customer experiences
What We’re Looking For
- Experience supporting vulnerable individuals (preferred)
- Confidence managing a high volume of calls
- Strong empathy, resilience, and personal boundaries
- Ability to prioritize sensitive conversations effectively
- A team-oriented mindset and commitment to customer care
Work Schedule & Training
📅 Start Date: 28th April 2025
📚 Training: 10 weeks, Monday – Friday, 4pm – 8pm (remote, attendance required)
⏳ Shifts: Rotating 7-week pattern, Monday – Sunday, 4pm – 8pm (20 hours per week, including bank holidays)
🎂 Guaranteed time off on your birthday (excluding the training period)
Application Process
- Submit your application
- Complete application questions
- Interview (~1 hour)
For any questions or application accommodations, please contact sambrewington@monzo.com.
What’s in It for You?
- Salary: From £24,750 pro rata (£27,250 pro rata if based in Greater London)
- Fully remote role in the UK
- Stock options & benefits package
- £1,000 learning budget for books, courses, and conferences
🔹 Apply soon! We’ll close this role once we have enough applications.
