Vulnerable Customer Advisor

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

🤩 We’d love to hear from you if you:

Have experience working with vulnerable people

Are comfortable and confident managing a high volume of calls of a sensitive nature

Have the ability to prioritise difficult conversations effectively

Have high levels of empathy and compassion

Have a strong sense of personal boundaries and resilience

You can start on 18th January 2027 and attend full time training Monday to Friday 9am - 5.30pm for 8 weeks

Have a strong team working ethic

💰 What’s in it for you

💰 £26,230 - £30,620 per year depending on experience

📍This role is based remotely

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here

🎂 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.

🌈 The application journey has 3 key steps

Application stage and questions

Initial call with the recruiter

Final stage interview with 2 team managers lasting around 1 hour

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.

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.

#LI-SW2

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, 2026 Diversity and Inclusion Report and 2025 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 😊