Customer Service Adviser, Personal Banking

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 a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

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.

Remote - you’re welcome to work from home full time, however, there is also space for you at our Cardiff office should you wish to work from there. Unfortunately, you will not be allowed to work from our London office as we are not set up for confidential customer calls.

£24,750 - £27,000 depending on experience and interview performance (£27,250 minimum starting salary if based in Greater London) + Benefits

37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm with two full weekends and at least one other partial weekend off every six weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.

• The start date for this role is May 12th. You need to be available for the first seven weeks of remote training. We can usually accommodate some days off if necessary but none within the first 4 weeks of training.

What’s in it for you?

Annual Salary Review which means your salary can increase every year. All Monzo team members get share options as part of their package.

Up to 6% pension contribution from Monzo. A £200 budget to set up a home office space.

34 days of holiday allowance per year. 8 weeks of paid sabbatical leave every 5 years. 25 days of paid sick leave. Optional Health Insurance.

Learning budget of £1,000 a year for books, training courses and conferences to focus on your personal development.

What You’ll Be Working On

Our Customer Operations (COps) are all about Customer Experience. Our mission is to “Make Money Work For Everyone” and you’ll be part of a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.

• You’ll be our customers’ first point of contact and your mission will be to make sure that they feel confident that their issue is resolved with little to no fuss. We get a wide range of calls from customers - whether they’ve lost their card, need some help getting into our app or they’re looking for support with their gambling spend. You’ll know when to be empathetic, when to build rapport and most importantly, when to do what’s right for them.
• You’ll also make sure that in instances where customers need to be helped by someone with a different skill set that they get to the right place quickly to have their issues resolved quickly.
• You’ll also have transferable skills that will mean you’re able to help other areas of the business if and when needed during peak times.
• We don’t expect you to know everything right now, don’t worry! You’ll go through training as part of your onboarding plan as well as get continuous coaching and support from your Team Manager and excellent peers.

What are we looking for in our team?

To join our amazing team you need to be positive, hungry to learn and above all else, always want to go above and beyond to give great customer experience. You do not need to have worked in financial services or customer service before. We’re going to teach you everything you need to know.

Some of the skills and values that might make you a great addition to our team are:

• Passionate about providing industry-leading customer experience and pushing the bar higher at every opportunity.
• A great communicator - this means being empathetic when you need to be, listening well and responding clearly and concisely to customer queries.
• Resilient - we deal with people’s money, it’s an emotive subject and sometimes our calls can be tough.
• Good understanding of regulatory requirements like making sure you’re speaking to the right person before taking action or when we should raise a complaint for customers.
• Context switching - we work a range of tasks and one minute you might be speaking to a customer over the phone and the next replying to an in-app chat or Social media post, all of these require different skills.
• Great at learning new skills and inquisitive enough to ask questions to understand more about things that you need to know.
• Excellent at balancing giving the customer as much of your time as they need whilst knowing when to be efficient.
• Tech literate, but don’t worry, you don’t have to know how to code or the difference between RAM and ROM… you just need to be able to use a laptop and pick up the systems that we use.

Some Things That Are Essential

You’re 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.

You have to be available to work Monday - Friday, 9:00 - 17:30 for your first 7 weeks.

For working from home you’ll need a safe, private and distraction-free environment with no dependent or caregiver responsibilities during working hours.

A solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less) - you can test your internet speed here.

Equipment

We'll provide you with a Macbook laptop on your first day. There's no need to supply your own. You need to own your own smartphone; this will be needed each time you log into our customer support system.

Our Interview Process Involves Three Main Stages

Application - A brief 20-30 minute chat with someone in our hiring team. Occasionally due to capacity/timeframes you will not do this stage.

A 1h interview that will take place via video call. We usually wrap up the whole process within four weeks.

Our recruitment team will keep in touch but if you have any questions you can reach them on ops-hiring@monzo.com.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

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 at Monzo. At 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, 2023 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, 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.