Customer Service Adviser, Personal Banking

Monzo; United Kingdom; Remote; GBP 24,000 - 30,000; Full time

Job summary

Monzo is seeking enthusiastic individuals for their Customer Operations team, focusing on creating exceptional customer experiences. New hires will receive training and support, making it a perfect opportunity for those eager to learn in a dynamic banking environment. Candidates need to be UK residents aged 18 or over, with the capability to work typical bank shifts.

Benefits

Annual salary review

Share options

Up to 6% pension contribution

Home office setup budget (£200)

34 days of holiday allowance

8 weeks paid sabbatical every 5 years

25 days of paid sick leave

Learning budget of £1,000 a year

Macbook provided on first day

Qualifications

• Positive attitude and eagerness to learn.
• Ability to provide excellent customer experience.
• Availability to work required shifts.

Responsibilities

• Act as the first point of contact for customers.
• Resolve a variety of customer issues efficiently.
• Assist with other business areas during busy times.

Skills

Empathy

Communication

Resilience

Context switching

Tech literacy

Job description

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 ️

Our Customer Operations (COps) are all about Customer Experience. Our mission is to “Make Money Work For Everyone” and you’ll be part of a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.

• You’ll be our customers’ first point of contact and your mission will be to make sure that they feel confident that their issue is resolved with little to no fuss. We get a wide range of calls from customers - whether they’ve lost their card, need some help getting into our app or they’re looking for support with their gambling spend. You’ll know when to be empathetic, when to build rapport and most importantly, when to do what’s right for them.
• You’ll also make sure that in instances where customers need to be helped by someone with a different skill set that they get to the right place quickly to have their issues resolved quickly.
• You’ll also have transferable skills that will mean you’re able to help other areas of the business if and when needed during peak times.
• We don’t expect you to know everything right now, don’t worry! You’ll go through training as part of your onboarding plan as well as get continuous coaching and support from your Team Manager and excellent peers.

We’d love to hear from you if

You are positive, hungry to learn and above all else, always want to go above and beyond to give great customer experience.

You do not need to have worked in financial services or customer service before. We’re going to teach you everything you need to know.

Some of the skills and values that might make you a great addition to our team are:

• You are passionate about providing industry-leading customer experience and pushing the bar higher at every opportunity
• A great communicator - this means being empathetic when you need to be, listening well and responding clearly and concisely to customer queries
• Resilient - we deal with people’s money, it’s an emotive subject and sometimes our calls can be tough
• Good understanding of regulatory requirements like making sure you’re speaking to the right person before taking action or when we should raise a complaint for customers
• Context switching - we work a range of tasks and one minute you might be speaking to a customer over the phone and the next replying to an in app chat or Social media post, all of these require different skills
• Great at learning new skills and inquisitive enough to ask questions to understand more about things that you need to know
• Excellent at balancing giving the customer as much of your time as they need whilst knowing when to be efficient
• Tech literate, but don’t worry, you don’t have to know how to code or the difference between RAM and ROM… you just need to be able to use a laptop and pick up the systems that we use

Some things that are essential

You’re 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). We can’t offer sponsorship for this role.

You have to be available to work Monday - Friday, 9:00 - 17:30 for your first 8 weeks.

For working from home you’ll need a safe, private and distraction-free environment with no dependant or caregiver responsibilities during working hours

???? A solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less) - you can test your internet speed here

️ Shifts - 37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm with two full weekends and at least one other partial weekend off every six weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.

What’s in it for you

Annual Salary Review which means your salary can increase every year

All Monzo team members get share options as part of their package.

Up to 6% pension contribution from Monzo

A £200 budget to set up a home office space

34 days of holiday allowance per year

8 weeks of paid sabbatical leave every 5 years

25 days of paid sick leave

Learning budget of £1,000 a year for books, training courses and conferences to focus on your personal development

Equipment

We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.

You need to own your own smartphone; this will be needed each time you log into our customer support system.

Our interview process involves three main stages:

A brief 20-30 minute chat with someone in our hiring team. Occasionally due to capacity/ timeframes you will not do this stage.

A 1 hour interview that will take place via video call.

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [e-mail]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

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.

#LI-SB #LI-REMOTE

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

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As we’re a bank and you’ll be supporting customers with financial products you will need to be over 18 years old to apply for this role. * Select...

In the UK, how old do you have to be to work for a regulated bank?In the UK, there is no specific age requirement set exclusively for working at a regulated bank. However, general employment laws apply, which typically require individuals to be at least 16 years old to work. For positions requiring higher responsibility or specific qualifications, such as Financial Conduct Authority (FCA) approved roles, candidates often need to be at least 18 due to the necessity of completing certain professional qualifications

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Shifts are 37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm with two full weekends and at least one other partial weekend off every six weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.

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Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

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