📍Remote | 💰 £23,500 (£25,000 if based in Greater London) prorated depending on contracted hours + Benefits

***Please note this is a predominantly calls-based role with some supporting chat work***

About us:

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been complicated and confusing. We want to change that and build a bank with everyone, for everyone. We want to make the world a better place and change people's lives through Monzo.

What will you be doing day-to-day? 💬

Customer Operations is the heart of Monzo ❤️ and every Customer Service Adviser has the power to solve problems quickly and with minimal fuss. You’ll be our customers’ first point of call and provide support by being honest and transparent with our customers through calls and in-app chat. You’ll spot patterns and identify potentially vulnerable customers as well as financial crime, referring customers to specialised areas where needed! We’ll give you all the tools and training you need so you know exactly how payment systems actually work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever the problem is and stop it from happening again.

✅ Who we’re looking for:

• Someone that is passionate about building great rapport and providing a fantastic experience that really make a difference to our customers
• Confident and capable of supporting across a broad range of queries, with the ability to verbally explain, simplify and guide our customers to positive resolutions.
• Able to multitask and switch focus in a fast paced environment
• Thrives and is motivated by working towards performance targets
• Comfortable navigating systems and technology
• Has a high standard of written and verbal English.
• A UK resident over the age of 18, currently living in the UK with the right to work in the UK (an offer of employment is subject to satisfactory proof of this)
• Experience working in a similar customer service role is preferable but not essential

What’s in it for you:

Our full time equivalent salary is from £23,500 (from £25,000 if you are based in Greater London). Depending on the number of hours you’re contracted, your salary will be prorated in line with this.

All Monzo team members get share options as part of their package.

The start date will be the 4th September. You'll spend 5 days per week for your first three weeks in training (Monday-Friday) between 09:00-18:00. The training is all completed virtually so can be done from home, after which you will go onto your part time rotation.

🏠 This is a fully work from home role and we’ll provide you with the equipment you need to do your job 💻

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more! See our full list of benefits here

🕰️ Your working hours

You’ll be working remotely on a part-time basis - either 15h per week or 22.5h per week - on a repeating pattern.

• If you’re contracted to work 15h a week, you’ll work 2 weekday 5h shifts and 1 weekend 5h shift
• If you’re contracted to work 22.5h a week, you’ll work 3 weekday 5h shifts and 1 weekend 8.5h shift (with a 1h lunch)

You may be flexed to work in different areas in COps to meet the business and customer needs.

🏡 To work remotely you'll also need:

• To work from home in the UK in a safe, private and distraction free environment - (the expectation is even though you are working from home, that you do not have dependant or caregiver responsibilities during your working hours)
• A solid internet connection (download speed - 10mbps; upload speed - 3 mbps)

💻 Equipment:

• We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.
• You do need to own your own smartphone, this will be needed each time you log into our customer support system.

Our interview process involves 2 main stages:

• Application and completion of application questions
• An interview that lasts approximately 1 hour

Our average process takes around 2-3 weeks. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on hiring-team@monzo.com

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2022 Diversity and Inclusion Report and 2022 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

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