Vulnerable Customer Advisor

Monzo is seeking a Vulnerable Customer Advisor to join their VAIB team, dedicated to making money work for everyone by providing support to customers facing personal hardship. This part-time, remote role involves handling sensitive calls daily, assisting individuals with addictions, financial difficulties, and mental health challenges. The advisor will also guide fellow Customer Service Advisors and ensure accessibility needs are met, contributing to Monzo's mission of solving problems and changing lives.

Must Have

• Work with adults facing varying degrees of difficulties or personal hardship
• Provide strong customer service, personal resilience, and boundaries
• Take escalations from fellow Customer Service Advisors
• Chat with customers via telephone and in-app chat
• Help people with addictions make account adjustments
• Ensure people with difficulties are fully understood by Monzo
• Support people struggling to afford basic necessities
• Assist individuals mentioning suicide
• Advise Customer Service Advisors on tone of voice and actions for vulnerable people
• Understand and adjust for customer’s financial accessibility needs
• Manage a high volume of calls of a sensitive nature
• Prioritise difficult conversations effectively
• Demonstrate a strong sense of empathy and compassion
• Maintain strong personal boundaries and resilience
• Exhibit a strong team working ethic
• Commit to working Monday - Friday from 3:30pm to 8pm (22.5 hours per week)
• Attend 10 weeks of remote training Monday - Friday 9am - 5:30pm
• Be comfortable with making inbound and outbound calls
• Ensure correct spelling and grammar in communications

Good to Have

• Experience working with vulnerable customers

Perks & Benefits

• £1,000 a year learning budget for books, training courses and conferences
• Guaranteed time off on your birthday (from regular holiday balance, excluding training period)

🚀 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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📍Location Remote in the UK | 💰 £24,750 - £29,625 (pro rata: £14,850 - £17,775) (£27,250 London salary, pro rata £16,350) depending on experience + Benefits | Hear from the team ✨

This role will be working Monday - Friday from 3.30pm to 8pm (22.5 hours per week). However, you will initially join 10 weeks of training that will take place remotely Monday - Friday 9am -5:30pm.

Please note that this role is heavily calls-based. These calls will be very upsetting and unsettling, on a daily basis.

We receive calls from customers who express feelings of distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with.

⭐Our VAIB team

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

🔑You’ll play a key role by

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

🤩 We’d love to hear from you if

• Have experience working with vulnerable customers is desirable
• Are comfortable and confident managing a high volume of calls of a sensitive nature
• Have the ability to prioritise difficult conversations effectively
• Have a strong sense of empathy and compassion
• Have a strong sense of personal boundaries and resilience
• You can start on 15th February 2026 and attend full time training Monday to Friday 9am - 5.30pm for 10 weeks
• Have a strong team working ethic

💰 What’s in it for you

💰£24,750 - £29,625 (pro rata) per year depending on experience

📍This role is based remotely including training

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

➕And much more, see our full list of benefits here

🎂 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.

Shifts - Monday - Friday 3.30pm - 8pm

🌈 The application journey has 3 key steps

• Application stage and questions
• 20 minutes recruiter call
• Final stage with 2 team managers lasting up to 1.5 hours

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sarahwilson@monzo.com.

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.

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-REMOTE #LI-SW

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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 😊