Vulnerable Customer Adviser

Monzo; City Of London; Remote; GBP 24,000 - 30,000; Full time

Job summary

A modern banking service is seeking a Vulnerable Customers Support role to assist clients facing personal hardships. The role involves managing sensitive calls and providing empathetic support. Applicants should have experience working with vulnerable groups and possess strong communication skills. This remote position offers a salary between £24,750 and £29,625 depending on experience, with a focus on flexibility and team collaboration.

Benefits

£1,000 learning budget for training

Guaranteed time off on your birthday

Comprehensive benefits package

Qualifications

• Experience working with vulnerable customers is desirable.
• Comfortable managing a high volume of sensitive calls.
• Strong personal boundaries and understanding of empathy.

Responsibilities

• Support vulnerable customers and provide strong customer service.
• Manage sensitive calls related to financial difficulties and personal hardships.
• Advise fellow Customer Service Advisors on tone of voice for vulnerable customers.

Skills

Empathy

Strong team working ethic

Ability to prioritise difficult conversations

Resilience

Job description

Overview

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 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 UK team about what it’s like working at Monzo.

Location and compensation

Location: Remote in the UK | £24,750 - £29,625 (pro rata) depending on experience + Benefits. Hear from the team.

Role and schedule

This role works our weekend hours which are Friday - Monday between 8am and 8pm OR just Saturday and Sunday between 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. Our VAIB team.

About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers

What you’ll do

You’ll play a key role by supporting vulnerable customers. The Vulnerable Customers role is for people who 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 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

Qualifications and what we’re looking for

• 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 24th November 2025 and attend full time training Monday to Friday 9am - 5.30pm for 10 weeks
• Have a strong team working ethic

What’s in it for you

£24,750 - £29,625 (pro rata) per year depending on experience

This role is based remotely including training

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 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.

Shifts

Friday - Monday between 8am - 8pm

Application journey

The application journey has 3 key steps

• Application stage and questions
• 20 minutes recruiter call
• Final stage with 2 team managers lasting up to 1.5 hours

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.

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.

#LI-REMOTE #LI-CB4

Equal opportunities

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