Vulnerable Customer Advisor

Job not on LinkedIn

🔥 1 hour ago

🇬🇧 United Kingdom – Remote

💵 £26.2k - £30.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 0%

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Monzo Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏦 Banking

💳 Fintech

👥 B2C

Banking • Fintech • B2C

Monzo Bank is a digital bank based in the UK, known for its innovative app offering a wide range of personal banking services. It provides features such as fee-free spending abroad, automatic bill sorting, early salary payments, and round-up savings. Monzo offers various account types, including joint accounts, under 16s accounts, and savings pots with competitive interest rates. Customers can manage savings, investments, and pensions directly through the app, along with credit and loan options. Monzo emphasizes strong security features and customer support, making banking easy and accessible for its users.

📋 Description

• Take escalations from Customer Service Advisors via telephone and in-app chat • Help customers with addictions make account adjustments to aid recovery • Support customers experiencing difficulties and ensure they are understood by Monzo • Help customers struggling to afford basic necessities find appropriate support • Respond appropriately to customers mentioning suicide • Advise Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable customers • Understand customers’ financial accessibility needs and make adjustments to support their journey

🎯 Requirements

• Experience working with vulnerable people • Comfortable and confident managing a high volume of calls of a sensitive nature • Ability to prioritise difficult conversations effectively • High levels of empathy and compassion • Strong sense of personal boundaries and resilience • Ability to start on 18th January 2027 • Ability to attend full-time training Monday to Friday, 9am–5:30pm, for 8 weeks • Strong team working ethic • Availability for shifts between 6am and 10pm, Monday–Sunday, 37.5 hours per week

🏖️ Benefits

• Incentive Awards tied to your performance • Learning budget of £1,000 a year for books, training courses and conferences • Benefits package • Guaranteed time off on your birthday (if you want it), except during the training period, subject to regular holiday balance