Vulnerable Customer Advisor

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

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 ❤️

This role will be working shifts between 8 am and 8 pm, Monday‑Sunday (37.5 hours per week).

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

The Vulnerable Customers role is for people who have experience 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 and in‑app 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 people
• Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo

• Have experience working with vulnerable customers
• 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 27 April 2026 and attend full‑time training Monday to Friday 9 am – 5:30 pm for 8 weeks
• Have a strong team working ethic

£24,750 – £29,625 per year depending on experience

£1,000 learning budget per year for books, training courses and conferences

Meeting full‑time training in Cardiff and working from our Cardiff office

Full benefits package available – see our full list of benefits here

Guaranteed 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.

The application journey has three key steps:

• Application stage and questions
• Initial call with the recruiter
• Final stage interview with two team managers lasting up to 1.5 hours

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’ll 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.

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  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, 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 😊