Vulnerable Customer Adviser

Monzo; London, Cardiff; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

A leading financial technology company is seeking a Customer Operations Advisor to support vulnerable customers through sensitive phone interactions. This remote role requires empathy and resilience, handling challenging conversations related to financial hardships and personal crises while ensuring high-quality customer care. The position comes with a competitive salary and additional benefits including a learning budget and guaranteed time off for birthdays.

Benefits

Learning budget of £1,000 annually

Birthday time off

Flexible working environment

Qualifications

• Experience working with vulnerable customers is desirable.
• Comfortable managing high volumes of sensitive calls.
• Strong team working ethics.

Responsibilities

• Handling calls from customers in distress, including potential self-harm situations.
• Providing support to vulnerable customers with sensitivity and professionalism.
• Advising fellow advisors on interactions with vulnerable populations.

Skills

Empathy

Resilience

Customer Service

Crisis Management

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 ️

Location Remote in the UK | £24,750 - £29,625 depending on experience (£27,250 minimum starting salary if based in Greater London) + Benefits | Hear from the team

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

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.

Here are some of the 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

We’d love to hear from you if

• 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 18th August 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 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 - To make sure we’re around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotating 7 week working pattern - Monday to Sunday 6am - 10pm inc bank holidays (37.5 hours)

The application journey has 3 key steps

• Application stage
• 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-GM

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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The entry salary for this role is £24,250 - £29,625 (From £27,250 if you live in London) Being offered the higher end of the scale will be based on your direct and relevant experience with vulnerable customers in a banking/finance environment, as well as your performance in the interview. With that in mind, what are your salary expectations? *

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In this role we regularly receive upsetting calls from customers that are threatening to complete suicide; harm themselves/others; as well as addiction to gambling and substance abuse.Can you share a specific example of a time when you encountered a particularly challenging call? *

We have an average chat handling time of 30 mins. You will take up to 25 calls a day on average.Tell us about the targets that you work to? *

SCENARIOS - Please answer the following questions;

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Q.1 - Rose’s Call.‘I really do need access to my account. You are stopping me from withdrawing all my money and I would like to divide it between my family before I go away. I need to make sure they are all looked after when I am gone’ *

● How would you respond to Rose’s call?
● Why would you think that we have limited the access to their account?
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Q2. Naz’s message -‘My partner has asked me to send them some money each month over the last year or so, which I didn’t mind as they were waiting for a payout from a car accident they had been in.However, I have not heard from them in a week as their internet service has been down, it happens quite a lot as they are in rural Australia, but never been this long without contact and they were due to pay me back 2 weeks ago.I’ve sent around £16,000. I am getting worried, Could I get this looked at?’ *

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Q.3 - Peter’s Call.“I think I’ve developed a gambling problem so I’ve placed a block on my account for gambling transactions. I think the block function is great on the Monzo app, but I feel like it’s too easy for me to remove it, so every time I get paid I just end up spending it on gamblingand it’s really affecting me and my family” *

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