Customer Service Adviser, Business 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. 

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 ❤️

Hear from our team about what it's like working at Monzo ✨

📍Remote | 💰 £24,750 - £27,000 + Benefits 

⏲️  Working hours - 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

📆 Start date - 14th April 2025 - you need to be available for 6 weeks from this date with no holidays, appointments or clashes to attend training (Monday - Friday, 9am - 5:30pm all remote). 

We will close this advert once we have enough applications so please apply as soon as possible 🚨

⭐Our Business Banking team 

Customer Operations (COps) are the heart of Monzo and are all about customer experience. Our mission is to ‘Make Money Work for Everyone’ and our business banking customer ops team are our Business customers first point of call for any queries and problems they may have. 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.

In this role you’ll be speaking with our customer over the phone and through the in-app chat. You’ll need to know when to be empathetic, when to build rapport and most importantly, when to do what’s right for them. 

🔑 You’ll play a key role by...

• Spotting patterns and identifying potentially vulnerable customers as well as financial crime and referring customers to specialised areas where needed.
• We’ll give you all the tools and training you need so you know exactly how payment systems work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever the problem is and stop it from happening again.
• You’ll also be on point to support your colleagues when you feel ready to do so. 

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

• You’re someone that is passionate about building great rapport and providing a fantastic experience that really make a difference to our customers
• You’re a great communicator and are someone that enjoys speaking with people over the phone and get a kick out of helping them with an issue and enabling them to get on with the rest of their day after speaking with you
• You’re confident and capable of supporting across a broad range of queries, with the ability to verbally explain, simplify and guide our customers to positive resolutions. 
• You’re able to multitask and switch focus in a fast paced environment. We work a range of tasks when one minute you might be speaking to a customer over the phone and then next replying to an in app chat or email
• You’re motivated by working towards performance targets 
• You’re comfortable navigating systems and technology - 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
• You have a high standard of written and verbal English. 
• 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 cannot offer sponsorship for this role. 

🙌What’s in it for you

💰£24,750 - £27,000 ➕ share options.

📍Remote

🎂We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period. 

📚£1,000 learning budget each year to use on books, training courses and conferences.

📈Annual Salary review which means your salary can increase every year

🏦 Up to 6% pension contribution from Monzo

📆 8 weeks of paid sabbatical leave every 5 years

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

• Completing the application questions (please take some time on these as we will read them!) 👀 
• A chat with a member of the hiring team. Please note this may not be guaranteed and instead you may go straight to the interview stage.
• Final stage interview with members of the Business Banking team

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to ops-hiring@monzo You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

#LI-OH #REMOTE

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 😊