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Vulnerable Customer Service Adviser, Weekends

Monzo Bank

United Kingdom

Remote

GBP 24,000 - 28,000

Full time

9 days ago

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Job summary

An innovative bank is seeking a Vulnerable Customer Service Adviser to join their mission of making money work for everyone. This role is vital in providing support to vulnerable customers through empathetic communication and effective problem-solving. You will be part of a supportive team, focusing on handling sensitive situations with care and professionalism. With a commitment to diversity and inclusion, this forward-thinking company offers a flexible remote working environment, ensuring you can make a real difference in people's lives while enjoying a fulfilling career.

Benefits

Guaranteed time off on your birthday
Flexible working hours
Comprehensive training program

Qualifications

  • Experience working with vulnerable customers is desirable.
  • Ability to manage high call volumes and difficult conversations.

Responsibilities

  • Assist vulnerable customers via phone and in-app chat.
  • Handle escalations from colleagues ensuring customer needs are met.

Skills

Customer Service Skills
Empathy
Resilience
Communication Skills

Education

Experience in Mental Health or Social Work

Job description

Join to apply for the Vulnerable Customer Service Adviser, Weekends role at Monzo Bank.

We’re on a mission to make money work for everyone. We aim to simplify banking, offering a range of products including personal, business, joint accounts, and more, with a focus on customer-centric solutions rather than product sales.

This role is heavily calls-based and involves handling sensitive situations involving vulnerable customers, including those experiencing distress, addiction, or financial hardship. It requires strong customer service skills, resilience, and the ability to manage challenging conversations with empathy and professionalism.

Location: Remote in the UK | Salary: £24,750 - £27,250 (pro rata), with higher rates in Greater London, plus benefits.

Key Responsibilities:

  • Assist vulnerable customers via phone and in-app chat, providing support and making appropriate adjustments.
  • Handle escalations from colleagues, ensuring customer needs are met with understanding and care.
  • Support customers with issues related to addiction, mental health, financial difficulties, and other hardships.
  • Contribute to a supportive team environment, sharing best practices for dealing with sensitive situations.

Ideal Candidate:

  • Experience working with vulnerable customers or in mental health, social work, or related fields is desirable.
  • Comfortable managing high call volumes and difficult conversations.
  • Empathetic, resilient, and able to set personal boundaries.
  • Able to start on 21st July 2025, with 10 weeks of training (including weekends).

Additional Details:

  • Training: 4 weeks weekdays, followed by weekend sessions, remote.
  • Shifts: Rotating pattern, including weekends and bank holidays, with guaranteed time off on your birthday.
  • Application process involves two stages: application questions and a 1-hour interview.
  • To apply or learn more, contact sambrewington@monzo.com, and specify any needs for support during the process.

We value diversity and are committed to inclusion. All applicants will be considered regardless of age, ethnicity, gender, disability, or background.

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