Vulnerable Customer Advisor

About Monzo

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown in the last 10 years in the UK. We now offer personal and business bank accounts, joint accounts, accounts for 16‑17 year olds, a free kids account and credit cards, plus options to save, invest and combine pensions with us.

With our hot coral cards, get‑paid‑early feature, and award‑winning customer service, we’ve created magical moments for our customers. We’re not about selling products – we want to solve problems and change lives through Monzo ❤️.

📍 Cardiff | 💰 £24,750‑£29,625 per year depending on experience + benefits.

Shift work between 8 am and 8 pm, Monday‑Sunday (37.5 hours per week). This role is heavily calls‑based. Calls often involve customers in distress, including self‑harm, gambling and substance‑use challenges. If these scenarios may be triggering, we advise against applying.

Our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team works to support customers across a range of difficulties or personal hardships. Learn more here.

As a key member of the Vulnerable Customers team, you’ll handle escalations from fellow Customer Service Advisors, communicate via telephone and in‑app chat, and provide empathetic, resilient support.

• Help people with addictions make account adjustments to aid their recovery.
• Assist customers with various difficulties so they are fully understood by Monzo.
• Support customers struggling to afford basic necessities and connect them with appropriate help.
• Provide assistance to customers who mention suicide and determine the best way to help them.
• Advising fellow Customer Service Advisors on tone, phrasing and actions for vulnerable people.
• Understand a customer’s financial accessibility needs and make adjustments to support their journey with Monzo.

• Experience working with vulnerable customers.
• Comfort managing a high volume of sensitive calls.
• Ability to prioritise difficult conversations effectively.
• Strong sense of empathy, compassion, personal boundaries and resilience.
• Strong team‑working ethic.
• Available to start on 27 April 2026 and attend full‑time training Monday‑Friday 9 am‑5:30 pm for 8 weeks.

• Salary £24,750‑£29,625 per year.
• Learning budget of £1,000 per year for books, training courses and conferences.
• Cardiff office location.
• Birthday leave (if you want it) outside the training period.
• Full list of benefits available here.

• 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. We’ll close this role once we have enough applications for the next stage. Please submit your application as soon as possible to avoid missing out.

Diversity and inclusion are a priority for us. We foster an inclusive environment for everyone to do the best work of their lives with us. We’re an equal‑opportunity employer; all applicants will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status or neurodiversity and disability status. If you have a preferred name, please use it to apply – we don’t require full or birth names at application stage 😊.