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Vulnerable Customer Service Adviser



Customer Service
United Kingdom · Remote
Posted on Thursday, June 20, 2024

🚀 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 ❤️

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

📍Location Remote in the UK | 💰 £24k to £27k + 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 regularly receive calls from customers that are threatening to complete suicide; harm themselves/others; as well as addiction to gambling and substance abuse.
Please do not apply if you feel that these calls will be triggering for you to deal with.

About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team -

Your day-to-day:

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

You should apply if you:

  • You can start on 19th August 2024 and attend full time training Monday to Friday 9am - 5.30pm for 10 weeks
  • Have experience working with vulnerable customers is essential
  • Are skilled and confident in making and receiving volume calls
  • Have a strong sense of empathy
  • Have a strong sense of personal boundaries
  • Have a good self-care regime
  • Have the ability to prioritise difficult conversations effectively
  • Have a strong team working ethic


This role will be fully remote in the UK (You must be permanently based in the UK for this role).

Training- will be Monday to Friday 9am - 5.30pm for 10 weeks and this will be carried out remotely (please note that holidays and appointments are not allowed during this time)

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)

🎂 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.

Our interview process involves 3 main stages:

  • Application and completion of application questions
  • Call with a Recruiter
  • An interview that lasts approx 1 hour

If you have any questions regarding the role, please kindly email

Please kindly note we receive a high volume of emails per day so please be patient with the response time.

Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.

What’s in it for you:

From £24,000 (from £25,000 if you are based in Greater London) depending on direct and relevant experience and a huge range of benefits. All Monzo team members get share options as part of their package. plus stock options & benefits.

This role is distributed

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

And much more, see our full list of benefits here


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, 2023 Diversity and Inclusion Report and 2023 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.