Vulnerable Customer Service Adviser

Location Remote in the UK | 24k to 27k + Benefits | Hear from the team
Please note that this role is heavily calls-based.
These calls will be very upsetting and unsettling, on a daily basis.We regularly receive calls from customers that are threatening to complete suicide; harm themselves/others; as well as addiction to gambling and substance abuse.

Please do not apply if you feel that these calls will be triggering for you to deal with.

About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers
Your day-to-day:
The vulnerable customers role is for those people that have experience of 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, so you'll need to be able to call customers, and in app chat.
Here are some of the situations you may deal with:

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 customers financial accessibility needs and making adjustments to support their journey with Monzo

Have experience working with vulnerable customers is desirable
Are comfortable and confident managing a high volume of calls
Have the ability to prioritise difficult conversations effectively
Have a strong sense of empathy
Have a strong sense of personal boundaries and resilience
Ability to maintain a healthy work-life balance
Have a strong team working ethic

Remote (UK)

Were on a mission to make money work for everyone.
Were 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!
Were not about selling products - we want to solve problems and change lives through Monzo
Hear from our team about what it's like working at Monzo

This role will be fully remote in the UK (You must be permanently based in the UK for this role).
Training- will be Monday to Friday 9am - 5.30pm for 10 weeks and this will be carried out remotely (please note that holidays and appointments are not allowed during this time)
Shifts - To make sure were around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotating 7 week working pattern - Monday to Sunday 6am - 10pm inc bank holidays (37.5 hours)
We'll guarantee 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.
Our interview process involves 3 main stages:

Application and completion of application questions
Call with a Recruiter
An interview that lasts approx 1 hour

If you have any questions regarding the role, please kindly email sambrewington@monzo.com
Please kindly note we receive a high volume of emails per day so please be patient with the response time.
Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.
Whats in it for you:
From 24,000 (from 25,750 if you are based in Greater London) depending on direct and relevant experience and a huge range of benefits. All Monzo team members get share options as part of their package. plus stock options & benefits.
This role is distributed
Learning budget of 1,000 a year for books, training courses and conferences
And much more, see our full list of benefits here
#LI-REMOTE #LI-SB

Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo, were 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, 2023 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.
Were 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, or 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