Vulnerable Customer Service Adviser, Weekends

Monzo; United States; Remote; GBP 24,000 - 28,000; Full time

Job summary

Ein innovatives Unternehmen sucht leidenschaftliche Mitarbeiter, die sich für die Unterstützung vulnerabler Kunden einsetzen. In dieser Rolle werden Sie täglich mit herausfordernden Situationen konfrontiert, bei denen Empathie und Resilienz entscheidend sind. Sie werden Teil eines dynamischen Teams, das sich der Verbesserung des Lebens von Menschen widmet, die Unterstützung benötigen. Mit einem flexiblen Arbeitsumfeld und einem starken Fokus auf persönliche Entwicklung bietet diese Position die Möglichkeit, einen echten Unterschied zu machen. Wenn Sie bereit sind, Ihre Fähigkeiten im Kundenservice einzusetzen und eine positive Wirkung zu erzielen, freuen wir uns auf Ihre Bewerbung.

Benefits

Aktienoptionen

Jährliches Lernbudget von £1,000

Zeit off an Ihrem Geburtstag

Vollständige Remote-Arbeit

Qualifications

• Erfahrung im Umgang mit vulnerablen Kunden ist wünschenswert.
• Fähigkeit, schwierige Gespräche effektiv zu führen.

Responsibilities

• Unterstützung von Kunden mit persönlichen Schwierigkeiten und Herausforderungen.
• Bearbeitung von Eskalationen und Kommunikation über Telefon und Chat.

Skills

Empathie

Kundenservice

Resilienz

Kommunikation

Priorisierung schwieriger Gespräche

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.

Our product offering has expanded significantly over the last 10 years in the UK, starting from a prepaid card. We now offer personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. Additionally, our UK customers can save, invest, and combine their pensions with us.

With features like our hot coral cards and get-paid-early, along with financial education on social media and award-winning customer service, we create magical moments for our customers!

We’re not just about selling products; we aim to solve problems and change lives through Monzo ️

Hear from our UK team about what it's like working at Monzo

Location: Remote in the UK | Salary: £24,750 - £27,250 (pro rata), depending on experience. The minimum starting salary if based in Greater London is £27,250 pro rata. Benefits are included. Hear from the team

Please note: This role is heavily call-based. These calls may be upsetting and unsettling on a daily basis. We receive calls from customers expressing distress, including thoughts of self-harm or harm to others, as well as issues related to gambling and substance use. Please do not apply if you believe these calls could be triggering for you.

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

Your day-to-day:

This role focuses on supporting vulnerable customers—individuals with varying difficulties or personal hardships. You will provide strong customer service, demonstrate personal resilience, and maintain boundaries.

You will handle escalations from fellow Customer Service Advisors, communicate with customers via telephone and in-app chat. Situations you may encounter include:

• Helping people with addictions make account adjustments to aid their recovery
• Understanding and assisting people with various difficulties to ensure they are fully understood by Monzo
• Supporting individuals struggling to afford basic necessities and guiding them to appropriate help
• Talking to people mentioning suicidal thoughts and determining the best way to assist them
• Advising colleagues on tone, phrasing, and actions for vulnerable customers
• Understanding and supporting customers' financial accessibility needs

You should apply if you:

• Can start on 21st July 2025 and attend 10 weeks of training (Monday to Friday, 09:00 - 17:30 for the first 4 weeks)
• Have experience working with vulnerable customers (desirable)
• Are comfortable managing a high volume of calls
• Can prioritize difficult conversations effectively
• Have a strong sense of empathy
• Maintain personal boundaries and resilience
• Can sustain a healthy work-life balance
• Have a strong team ethic

Logistics:

This role is fully remote within the UK (you must be permanently based in the UK).

Training: Will be Monday - Friday, 09:00 - 17:30 for 4 weeks, with subsequent training during weekends, conducted remotely. Holidays are not permitted during training.

Shifts: To provide 24/7 support, new team members will follow a rotating 7-week pattern, including Saturday and Sunday shifts from 8pm to 8am, including bank holidays (15 hours).

We guarantee time off on your birthday (if you choose), deducted from your holiday balance, provided you have enough accrued.

Interview process:

• Application and questions
• Approximately 1-hour interview

For questions, email [e-mail]. Please be patient as we handle a high volume of inquiries. Also, inform us if you need accommodations during the application process due to disability, neurodiversity, or other reasons.

What’s in it for you:

Starting from £24,750 pro rata to £27,250 pro rata, depending on experience. If based in Greater London, the starting salary is £27,250 pro rata. Benefits include share options, stock options, and a range of other perks. We also offer a £1,000 annual learning budget for books, courses, and conferences. See our full benefits list here.

We will close this role once enough applications are received for the next stage. Apply soon to avoid missing out.

#LI-REMOTE #LI-SB

Equal opportunities:

We prioritize diversity and inclusion, supporting all team members to grow. We embrace diversity by fostering an inclusive environment, aligning with our mission to make money work for everyone. Read more in our blog, 2023 Diversity and Inclusion Report, and 2024 Gender Pay Gap Report.

We are an equal opportunity employer. All applicants will be considered regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability. Use your preferred name when applying; full or birth names are not required at this stage.