Vulnerable Customer Service Adviser job id-3585

We’re on a mission to make money work for everyone.

 

We’re waving goodbye to the complicated and confusing ways of traditional banking.

 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

 

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

 

Hear from our team about what it's like working at Monzo ✨

 

 

 

📍Location Remote in the UK | 💰 £24,750 - £27,000 depending on experience (£27,250 minimum starting salary if based in Greater London) + Benefits | Hear from the team ✨

 

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 20th January 2025 and attend full time training Monday to Friday 9am - 5.30pm for 10 weeks

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 9am - 5.30pm 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 6am - 10pm inc bank holidays (37.5 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 3 main stages:

 

Application and completion of application questions

Call with a Recruiter

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 (from £27,250 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.

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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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About United Kingdom

The United Kingdom is an island nation located on the northwest coast of Europe. The United Kingdom includes the entire island of Great Britain, which includes England, Wales, and Scotland, as well as the northern part of the island of Ireland. The name Great Britain is sometimes used to refer to the United Kingdom as a whole. The capital is London, which is one of the business, financial, and cultural centers of the world. Other major cities are Birmingham, Liverpool, and Manchester in England, Belfast and Londonderry in Northern Ireland, Edinburgh and Glasgow in Scotland, and Swansea and Cardiff in Wales.

Common Interview Questions

  • Tell me about yourself.
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  • What makes you unique?
  • What should I know that’s not on your resume?
  • What would your first few months look like in this role?
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  • Sell me this pen.
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Educational Qualification

Candidates Who Have Passed Graduate or its Equivalent from a Recognized Board or University Are Eligible For this recruitment. Kindly check the Official Notification for more qualification details. Notification Link Is Given Below.

Document Required

Required Documents for This recruitment: Candidate should have these documents before applying online. Candidates are suggested to read the official notification before applying.

  • Qualification certificate with mark sheets.
  • Passport size photographs.
  • Signature.

How to Apply

All the eligible candidates can apply for this job as mentioned below:

  • Read official notification carefully from the official website.
  • Read notification carefully before applying.
  • Fill the application form (link is given below).
  • Attach required documents and passport size photo with signature.
  • Then submit. Done.

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