Customer Service Advisor - Calls (Cardiff) New Cardiff

Monzo; Cardiff; On-site; GBP 24,000 - 30,000; Full time

Job summary

Monzo, une usine révolutionnaire dans le secteur bancaire, recherche un conseiller clientèle à Cardiff. Le rôle consiste à offrir un service de support remarquable aux clients via des appels, et à participer à la création d'expériences mémorables. Si vous êtes passionné par l'aide aux autres et souhaitez évoluer dans un environnement dynamique, ce poste est fait pour vous!

Benefits

Budget de formation de £1,000 par an

Journée off garantie pour anniversaire

Macbook fourni pour le travail

Qualifications

• Passionné par l'expérience client et motivé à apprendre.
• Polyvalent et capable de gérer plusieurs tâches.
• Bonnes compétences d'écoute et capacité à répondre clairement.

Responsibilities

• Premier point de contact pour les clients, gestion des appels entrants.
• Résoudre les problèmes des clients avec empathie et efficacité.
• Préparer et participer à la formation continue et au coaching.

Skills

Empathie

Communication

Résilience

Tech literate

Capacité d'apprentissage

Job description

Customer Service Advisor - Calls (Cardiff)

Cardiff

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 ️

Please note : This role is based in our Cardiff office, working hours are 37.5 hours per week including Bank Holidays on a rotational basis covering 8am - 8pm, Monday - Sunday on a 4 week rotation which includes two full weekends off.

Our Calls Cardiff team

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.

This is a calls-specific role, meaning you’ll be our customers’ first point of contact when they contact us over the phone 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 be inquisitive and a problem solver, but 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; you’ll be ready to help others with tricky situations before you know it.

We’d love to hear from you if

To join our amazing team you need to be 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:

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

️ You’ll enjoy speaking with people over the phone and get a kick out of helping them with an issue and enabling them to get on with the rest of their day after speaking to you

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 can 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

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

What’s in it for you

We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period.

This role is be based in our Cardiff office.

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

The application journey has 3 key steps

• Application stage
• 20 minute recruiter callI
• An in office 1 hour interview with 2 of our team managers

Our interviews are taking place between 15th July - 30th July 2025.

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 [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 close the advert 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-REMOTE #LI-SB

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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