Vulnerable Customer Advisor

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

Job summary

A leading financial service provider is seeking a Vulnerable Customers Advisor to provide support for individuals facing distress and financial difficulties. This remote position requires strong customer service skills and resilience to handle sensitive conversations. The ideal candidate has experience working with vulnerable customers and will assist in providing solutions while maintaining a compassionate approach. Competitive salary and benefits are offered.

Benefits

Learning budget of £1,000 for training and courses

Remote work opportunities

Diverse and inclusive work environment

Qualifications

• Experience working with adults facing various difficulties.
• Ability to manage sensitive conversations effectively.
• Compassion and strong personal boundaries required.

Responsibilities

• Handle escalations from Customer Service Advisors.
• Assist customers with addictions and financial issues.
• Provide appropriate service for individuals in distress.

Skills

Experience with vulnerable customers

Strong customer service skills

Personal resilience

Effective communication

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 (pro rata: £14,850 - £17,775) (£27,250 London salary, pro rata £16,350) depending on experience + Benefits | Hear from the team ✨

This role will be working Monday - Friday from 3.30pm to 8pm (22.5 hours per week). However, you will initially join 10 weeks of training that will take place remotely Monday - Friday 9am -5:30pm.

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 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

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 and compassion
• Have a strong sense of personal boundaries and resilience
• You can start on 15th February 2026 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

Shifts - Monday - Friday 3.30pm - 8pm

🌈 The application journey has 3 key steps

• Application stage and questions
• 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].

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 😊

We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

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.