Customer Service Advisor, Monzo
Calls and Web Chat
£23.5-25.8k
Salary is dependent on location
More information about location
Digital-only bank platform and marketplace
Job no longer available
Digital-only bank platform and marketplace
1001+ employees
Job no longer available
£23.5-25.8k
Salary is dependent on location
More information about location
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- Care deeply about delighting our customers whether it’s for your first or last task of the day
- Can navigate multiple technical systems, often at once
- Are keen to learn and develop, believing in our mission and our values as we grow
- Are able to work well under pressure with high volumes of work, including calls
- Can work to targets and self-monitor your own performance, as well as with guidance from managers
- Are passionate about communicating effectively using different mediums
- Have the ability to context switch from various tasks throughout the working day, using our self serve internal user guides to solve our customers queries
- Customer service experience is essential, and experience working in a similar call-based/contact centre environment is preferable
- Are a UK resident over the age of 18, currently living in the UK with the right to work in the UK (an offer of employment is subject to satisfactory proof of this)
What the job involves
- Customer Operations are the heart of Monzo and every Customer Service Adviser has the power to solve problems quickly and efficiently
- You’ll be our customers’ first point of contact and provide support by being honest and transparent with our customers mostly through phone calls, as well as some in-app chat support
- We receive a wide range of calls from customers - whether it’s helping a customer who’s lost their card, or a customer looking for support with their gambling spend - you’ll listen to each customer’s concerns with positivity, empathy and patience
- You’ll spot patterns and identify potentially vulnerable customers as well as financial crime, escalating customers to specialist areas where needed
- You'll spend 5 days per week for your first three weeks in training (Monday-Friday) between 09:00-17:30
- You’ll be working remotely on an ‘open availability’ contract basis, to make sure we're always here to help and allow 24/7 customer telephony support, meaning your shift pattern will change on a weekly basis but will be on a repeating pattern i.e. Monday to Sunday 6am - 10pm including bank holidays
- To make sure we have enough cover on weekends, you'll work some other weekend days and get days off in the same working week. All of our full time COps are guaranteed 2 full weekends off per rotation
- You will be flexed to work in different areas in COps to meet the business and customer needs
- The start date for this role is the 22nd of January 2024
Application process
- Application
- A 1h interview that will take place via video call
- Our average process takes around 3-4 weeks
Our take
Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.
Monzo remains one of the popular online banks, with more than 6 million active users. The company faces competition from more traditional banks, such as Goldman Sachs and JP Morgan, which have launched their own digital banks. However, the new technologies that the company is built on enable it to expand quickly (with fewer issues) than the incumbent players' offerings.
With an increasing amount of people switching banks, the company's ever-expanding suite of banking and financial services (such as its buy-now-pay-later offering) has resulted in Monzo receiving the second-highest net switching gains among digital challenger banks (just behind Starling).
After setting U.S. expansion plans aside in 2020, the company launched in the U.S. market in early 2022, partnering with Sutton Bank to provide its U.S. accounts. After several years focused on narrowing its losses, Monzo hit profitability in the first two months of 2023. In the same year, 2 million new customers joined, tallying its customer base at 9 million in 2024.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 18 rounds)
May 2024
$190m
LATE VC
Mar 2024
$448.8m
LATE VC
Total funding: $1.9bn
Company benefits
- Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
- Flexible working hours
- Work From Home Opportunities + we'll pay for any equipment you need to do your job
- 24 days holiday a year, plus bank holidays
- Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
- Employee Assistance Programme
- Learning budget of £1,000 a year
- Aviva Pension Scheme + 4% Employer Contribution
- Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
- 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
- 3 months of secondary caregiver leave at 100% pay
- Unum Life Insurance
- Access to fertility and family-forming health benefits via Fertifa
- Abellio Season Travel Tickets + Cycle-to-Work Scheme
Company HQ
City of London, London, UK
Leadership
TS Anil
(CEO)Also a Board Member at Accion. Previously Board Member at UK Finance, Global Head of Payments, Products & Platforms at Visa and was the Global Head of Retail Products at Standard Chartered Bank.
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