Vulnerable Customer Advisor

📋 Description

• Taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone
• 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
• Talking to people who are struggling to afford basic necessities, and find them the right help and
• 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

🎯 Requirements

• Have experience working with vulnerable people
• Are comfortable and confident managing a high volume of calls of a sensitive nature
• Have the ability to prioritise difficult conversations effectively
• Have high levels of empathy and compassion
• Have a strong sense of personal boundaries and resilience
• You can start on 18th January 2027 and attend full time training Monday to Friday 9am - 5.30pm for

🎁 Benefits

• £26,230 - £30,620 per year depending on experience
• Learning budget of £1,000 a year for books, training courses and conferences
• Guaranteed time off on your birthday (if you want it) with the exception of your training period
• Incentive Awards tied to your performance
• A full list of benefits is available at Monzo's careers page