Vulnerable Customer Advisor

UK Cardiff/Hybrid | 💰£24,750 - £27,250 + Benefits | Hear from the team ✨

⭐Our Vulnerability, Accessibility, Inclusion and Bereavements team

We have a dedicated team to make sure Monzo understands, considers and advocates for the needs of all our customers, especially those in difficult circumstances who are most likely to have problems with their money. We offer specialist support and tools designed with that in mind. Find out more about our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers 

🔑You’ll play a key role by…

We're on the lookout for caring and experienced Vulnerable Customer Service Adviser to join our team at Monzo. In this role, you'll be responsible for providing top-notch care and support to our customers to help them manage their money and navigate any financial challenges. You'll be a vital part of our team, resolving customer issues with empathy and understanding, while making sure we stay on top of all the necessary regulations. If you're passionate about making a difference, love helping solve problems and being there for those who need extra support, we’d love to hear from you!

Here are some of the situations you will deal with:

• Talking to customers on outbound and inbound phone calls, as well as chatting via the app based chat
• 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 customers
• Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo
• These calls will be very upsetting and unsettling, on a daily basis.
  
  

🤩We’d love to hear from you if…

This role in the vulnerable customers team is a specialised role for those people that have experience of working with adults with varying degrees of difficulties or personal hardship. You will provide strong, empathetic customer service to customers most in need, whilst remaining resilient.

• You have call based customer service experience
• Have a strong sense of empathy and resilience
• You're someone that is passionate about building great rapport and providing a fantastic experience that really makes a difference to our customers
• You're confident and capable of supporting across a broad range of queries, putting the customer at the heart of everything you do
• You are able to work well under pressure with high volumes of work.
• Can work to targets and self-monitor your own performance, as well as with guidance from managers.
• Can navigate multiple technical systems, often at once.
• You have a high standard of written and verbal English. 
• Experience working with vulnerable customers would be desirable
• You can travel to, and work from, our Cardiff office. Please note, there's no parking available at our office but there are great travel links.
• Are 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. 

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🤩Your working hours and training period; 

The start date for this role is Monday 17th March 2025. You’ll be contracted to work on a shift pattern covering the hours between 08:00 - 20:00,   Monday-Sunday (including bank holidays). Your shift pattern will be on a 7 week rotation.

This role will be hybrid with an expectation to attend our Cardiff office on a weekly basis. If your shift pattern falls during the week you will be expected to work from the Cardiff office, with weekends being from home if you wish. 

Training will be Monday to Friday 9am - 5.30pm for 10 weeks and this will be carried out remotely (please note that we cannot permit holidays and appointments for the first 5 weeks of training).

🙌What’s in it for you

💰£24,750 - £27,250 ➕share options.

🎂We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period.

📍This role is based in our Cardiff office, with some hybrid working.

📚£1,000 learning budget each year to use on books, training courses and conferences.

🏡We will set you up to work from home for hybrid working; all employees are given Macbooks. 

🚀Being part of a multiple award winning team and in a very close knit office environment

🍽️ Free lunch twice a week as well as all of the usual refreshments you expect working in an office

🎲 Regular social events as well as your own budget to spend on keeping your teams engaged and happy

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

• Application and completion of application questions
• A call with a recruiter 
• An in-person interview
• This will take approximately 3 hours and will take place in our Cardiff office. You’ll also get the chance to meet some of the team and take a look at our brilliant office space 🏢 
• Interviews will take place the week commencing the 3rd February 2025.

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. 

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