Monzo
Organise, save & invest with a free UK current account, joint account or business account. Make your money more Monzo.
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.
Our Vulnerability, Accessibility, Inclusion and Bereavements team
We have a dedicated team to make sure Monzo understands, considers and advocates for the needs of all our customers, especially those in difficult circumstances who are most likely to have problems with their money. We offer specialist support and tools designed with that in mind.
We're on the lookout for a caring and experienced Vulnerable Customer Service Adviser to join our team at Monzo. In this role, you'll be responsible for providing top-notch care and support to our customers to help them manage their money and navigate any financial challenges. You'll be a vital part of our team, resolving customer issues with empathy and understanding, while ensuring compliance with all necessary regulations. If you're passionate about making a difference, love helping solve problems, and being there for those who need extra support, we’d love to hear from you!
Here are some of the situations you will deal with:
1. Talking to customers on outbound and inbound phone calls, as well as chatting via the app-based chat.
2. Helping people with addictions make account adjustments to aid their recovery.
3. 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.
4. Talking to people who are struggling to afford basic necessities, and finding them the right help and support.
5. Talking to people who mention suicide, and figuring out the best way to help them.
6. Advising your fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable customers.
7. Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo.
We’d love to hear from you if…
This role in the vulnerable customers team is specialised for those people that have experience working with adults with varying degrees of difficulties or personal hardship. You will provide strong, empathetic customer service to customers most in need, whilst remaining resilient.
1. You have call-based customer service experience.
2. You have a strong sense of empathy and resilience.
3. You’re passionate about building great rapport and providing a fantastic experience that really makes a difference to our customers.
4. You’re confident and capable of supporting across a broad range of queries, putting the customer at the heart of everything you do.
5. You are able to work well under pressure with high volumes of work.
6. You can work to targets and self-monitor your own performance, as well as with guidance from managers.
7. You can navigate multiple technical systems, often at once.
8. You have a high standard of written and verbal English.
9. Experience working with vulnerable customers would be desirable.
10. You can travel to, and work from, our Cardiff office.
11. You are a UK resident over the age of 18, currently living in the UK with the right to work in the UK.
Your working hours and training period;
The start date for this role is Monday 17th March 2025. You’ll be contracted to work on a shift pattern covering the hours between 08:00 - 20:00, Monday-Sunday (including bank holidays). Your shift pattern will be on a 7-week rotation.
This role will be hybrid with an expectation to attend our Cardiff office on a weekly basis. Training will be Monday to Friday 9am - 5.30pm for 10 weeks and this will be carried out remotely.
What’s in it for you
1. We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work.
2. This role is based in our Cardiff office, with some hybrid working.
3. £1,000 learning budget each year to use on books, training courses, and conferences.
4. We will set you up to work from home for hybrid working; all employees are given MacBooks.
5. Being part of a multiple award-winning team and in a very close-knit office environment.
6. Free lunch twice a week as well as all of the usual refreshments you expect working in an office.
7. Regular social events as well as your own budget to spend on keeping your teams engaged and happy.
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. 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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