Vulnerable Customer Adviser

Overview

We’re on a mission to make money work for everyone. We’re simplifying banking and offering UK customers a range of products including personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account and credit cards. Customers can also save, invest and combine their pensions with Monzo. With our hot coral cards and get-paid-early feature, along with financial education and award-winning customer service, we aim to solve problems and change lives through Monzo. This remote role is based in the UK.

Location: Remote in the UK | Salary: £24,750 - £29,625 (pro rata) depending on experience + Benefits

Responsibilities

This role is heavily calls-based and involves handling customer interactions with sensitivity and care. You will:

  • Take escalations from fellow Customer Service Advisors
  • Contact customers by telephone and in-app chat to understand and resolve issues
  • Support vulnerable customers by applying appropriate tone, phrasing and actions
  • Provide guidance to teammates on how to respond to vulnerable customers
  • Understand customers’ financial accessibility needs and adjust support accordingly
  • Handle situations with empathy in line with Monzo’s VAIB principles

Examples of situations you may encounter:

  • Assist people with addictions to adjust accounts to aid recovery
  • Help customers facing difficulties to access Monzo services and understand available support
  • Support customers who are struggling to afford basic necessities by connecting them with appropriate assistance
  • Engage with individuals mentioning suicide and determine the best help pathways
  • Advise Customer Service Advisors on tone and actions for vulnerable customers
  • Assess and adjust to a customer’s financial accessibility needs

Qualifications and Experience

  • Experience working with vulnerable customers is desirable
  • Comfortable managing a high volume of sensitive calls
  • Ability to prioritise difficult conversations effectively
  • Strong empathy, compassion, personal boundaries and resilience
  • Strong team ethic
  • You can start on 24 November 2025 and attend full-time training Monday to Friday 9:00–17:30 for 10 weeks

What’s In It For You

  • Salary: £24,750 - £29,625 (pro rata) per year depending on experience
  • Remote role including training
  • Learning budget of £1,000 per year for books, courses and conferences
  • Additional benefits available; see full list of benefits
  • Birthday time-off guarantee (subject to training period and holiday balance)

Working Hours

Shifts are Friday to Monday, 8:00 to 20:00, with a maximum of 30 hours per week. Training will run remotely for 10 weeks, Monday to Friday, 9:00–17:30.

Application Process

  • Application stage and questions
  • 20-minute recruiter call
  • Final stage with two team managers (up to 1.5 hours)

You will be contacted throughout the process. If you need adjustments for disability, neurodiversity or other needs, contact gillianmacfarlane@monzo.com. The process is typically 2–3 weeks, with flexible scheduling where possible.

Equal Opportunity

Equal opportunities for everyone. Diversity and inclusion are a priority, with support for all employees to grow at Monzo. Monzo is an equal opportunity employer. All applicants are considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family status, national origin, veteran status, disability or neurodiversity. If you have a preferred name, please use it to apply.

Refs: This role is part of Monzo VAIB team and supports vulnerable customers as described; for more information see Monzo’s diversity and inclusion materials and reports.

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