Job Description: Vulnerable Customers Support

Position Overview

We are on a mission to make money work for everyone, moving away from complicated traditional banking. Our product offering has expanded significantly over the last 10 years in the UK, now including personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, credit cards, and savings, investment, and pension solutions. We are known for our distinctive hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, consistently creating positive customer experiences. We aim to solve problems and change lives through Monzo.

Role Focus

This role is heavily calls-based and involves handling sensitive customer interactions. You will be speaking with 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. This role requires strong personal resilience and boundaries.

VAIB Team

Our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team is dedicated to supporting all our customers. You can learn more about our team here: https://monzo.com/i/supporting-all-our-customers

Key Responsibilities

• Take escalations from fellow Customer Service Advisors.
• Communicate with customers via telephone and in-app chat.
• Assist customers with addictions by making account adjustments to support their recovery.
• Ensure customers facing various difficulties are fully understood by Monzo to provide optimal support.
• Engage with customers struggling to afford basic necessities and connect them with appropriate help and support.
• Respond to customers mentioning suicide and determine the best course of action to assist them.
• Advise fellow Customer Service Advisors on appropriate tone, phrasing, and actions when interacting with vulnerable individuals.
• Understand and implement adjustments for customers' financial accessibility needs.

Requirements

• Experience working with vulnerable customers is desirable.
• Comfort and confidence in managing a high volume of calls of a sensitive nature.
• Ability to prioritize difficult conversations effectively.
• Strong sense of empathy and compassion.
• Strong sense of personal boundaries and resilience.
• Ability to start on August 18th, 2025, and attend full-time training Monday to Friday, 9 am - 5:30 pm for 10 weeks.
• Strong team working ethic.

Compensation and Benefits

• Salary: £24,750 - £29,625 per year, depending on experience.
  • A minimum starting salary of £27,250 if based in Greater London.
• Location: Remote in the UK.
• Training: Full-time, Monday to Friday, 9 am - 5:30 pm for 10 weeks.
• Learning Budget: £1,000 per year for books, training courses, and conferences.
• Birthday Leave: Guaranteed time off on your birthday (if desired), deducted from your holiday balance, excluding the training period.
• Benefits: Access to a full list of benefits available.

Shifts

To ensure 24/7 customer support, new Customer Operations (COps) team members are required to commit to a rotating 7-week working pattern, Monday to Sunday, 6 am - 10 pm (including bank holidays), totaling 37.5 hours per week.

Application Journey

The application journey consists of 3 key stages.