Vulnerable Customer Adviser, Monzo
£24.8-29.6k
Digital-only bank platform and marketplace
Open for applications
Digital-only bank platform and marketplace
1001+ employees
Open for applications
£24.8-29.6k
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- Have experience working with vulnerable customers is desirable
- Are comfortable and confident managing a high volume of calls of a sensitive nature
- Have the ability to prioritise difficult conversations effectively
- Have a strong sense of empathy and compassion
- Have a strong sense of personal boundaries and resilience
- You can start on 27th October 2025 and attend full time training Monday to Friday 9am - 5.30pm for 10 weeks
- Have a strong team working ethic
What the job involves
- This role works our weekend hours which are Friday - Monday between the hours of 8am and 8pm OR just Saturday and Sunday between the hours of 8am-8pm with a max of 30 hours a week
- However, you will initially join 10 weeks of training that will take place remotely Monday - Friday 9am -5:30pm
- 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
- 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
- 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
- Shifts - Friday - Monday between 8pm - 8pm
Application process
- Application stage and questions
- 20 minutes recruiter call
- Final stage with 2 team managers lasting up to 1.5 hours
- Start date: 27th October 2025
- You’ll hear from us throughout the application process
- This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
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
$464m
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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