Customer Service Adviser, Personal Banking

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

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 UK team about what it's like working at Monzo ✨

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💰£24,750 - £29,625 (£27,250 minimum starting salary if based in Greater London) Benefits | Hear from the team ✨

⭐Our Personal Banking team

Our Customer Operations Advisers (COps) are all about Customer Experience. Our mission is to “Make Money Work For Everyone” and you’ll be part of a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.

🔑 How you'll play a key role at Monzo

• You’ll be our customers’ first point of contact and your mission will be to make sure that they feel confident that their issue is resolved with little to no fuss. We get a wide range of contacts from customers - whether they’ve lost their card, need some help getting into our app or they’re looking for support with their gambling spend. You’ll know when to be empathetic, when to build rapport and most importantly, when to do what’s right for them by owning the contact until it's fully resolved.
• You’ll also make sure that in instances where customers need to be helped by someone with a different skill set that they get to the right place quickly to have their issues resolved quickly.
• You’ll also have transferable skills that will mean you’re able to help other areas of the business if and when needed during peak times.
• We don’t expect you to know everything right now, don’t worry! You’ll go through training as part of your onboarding plan as well as get continuous coaching and support from your Team Manager and excellent peers.

🤩 We’d love to hear from you if

You are positive, hungry to learn, take ownership of problems and above all else, always want to go above and beyond to give a great customer experience.

You do not need to have worked in financial services or customer service before. We’re going to teach you everything you need to know.

Some of the key skills and values that make a great COp at Monzo are:

• A strong ownership mindset. You don't just solve a problem and move on; you see it through to the end and take responsibility for the outcome.
• Proactive problem-solving. You're not content with a surface-level fix. You dig into the root cause of issues and work to prevent them from happening again.
• Critical thinking and adaptability. You can navigate ambiguous situations and quickly adapt to new information or challenges, even when there isn't a clear, predefined path.
• A knack for making moments magical. You turn everyday customer interactions into experiences that leave people feeling valued, delighted and cared for, even when dealing with tricky situations.
• Empathetic end-to-end resolution. We empower our COps to handle a customer's issue from start to finish. You're committed to not just fixing the problem, but also making sure the customer feels heard and supported throughout the entire process.
• A great communicator. This means being empathetic when you need to be, listening well, and responding clearly and concisely to customer queries.
• Resilience. We deal with people’s money, which is an emotive subject, so sometimes our contacts can be tough.
• Context switching. We work on a range of tasks, and one minute you might be speaking to a customer over the phone and the next you're replying to an in-app chat or social media post. All of these require different skills.
• A passion for learning. You're great at picking up new skills and inquisitive enough to ask questions to understand more about what you need to know.
• Excellent at balancing your time. You can give the customer as much time as they need while also being efficient.
• Tech literate. Don't worry, you don’t have to know how to code. You just need to be able to use a laptop and pick up the systems we use.

Some things that are essential

🇬🇧 You’re 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). We can’t offer sponsorship for this role.

📆 You have to be available to work Monday - Friday, 9:00 - 17:30 for your first 8 weeks.

🏡 For working from home you’ll need a safe, private and distraction-free environment with no dependant or caregiver responsibilities during working hours

🛜 A solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less) - you can test your internet speed here

⏲️ Shifts - 37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm with two full weekends and at least one other partial weekend off every six weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.

🙌What’s in it for you

📈 Annual Salary Review which means your salary can increase every year

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

🏦 Up to 6% pension contribution from Monzo

💺 A £200 budget to set up a home office space

🌴 34 days of holiday allowance per year

📆 8 weeks of paid sabbatical leave every 5 years

🤒 25 days of paid sick leave

🏥 Optional Health Insurance

📚 Learning budget of £1,000 a year for books, training courses and conferences to focus on your personal development

Equipment

💻 We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.

📱 You need to own your own smartphone; this will be needed each time you log into our customer support system.

Our interview process involves three main stages:

✍️ Application

📞 A brief 20-30 minute chat with someone in our hiring team. Occasionally due to capacity/ timeframes you will not do this stage.

🤝 A 1 hour interview that will take place via video call.

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sambrewington@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-OH #LI-REMOTE

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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, 2024 Diversity and Inclusion Report and 2024 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊