Vulnerable Customer Advisor, Cardiff
Posted 1 day 13 hours ago by Monzo
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 ️
This role will be working shifts between 8am and 8pm, Monday - Sunday (37.5 hours per week).
Please note that this role is heavily calls-based. These calls will be very upsetting and unsettling, on a daily basis.
We receive calls from customers who express feelings of distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with.
Our VAIB team
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.
Responsibilities- Take escalations from fellow Customer Service Advisors and handle customer conversations via telephone and in-app chat.
- Support customers who are experiencing various difficulties and provide clear, compassionate communication.
- Identify customer needs and adjust service to support their journey with Monzo.
- Advise fellow Advisors on tone of voice, phrasing, and actions when dealing with vulnerable customers.
- Understand a customer's financial accessibility needs and make appropriate adjustments.
- Experience working with vulnerable customers
- Ability to manage a high volume of sensitive calls with composure
- Strong prioritisation of difficult conversations
- Empathy, personal boundaries, and resilience
- Team working ethic
- Availability to start on 27th April 2026 and attend full-time training Monday to Friday 9am - 5.30pm for 8 weeks
- £24,750 - £29,625 per year, depending on experience
- Based in our Cardiff office
- Learning budget of £1,000 per year for books, training courses and conferences
- And much more; see our full list of benefits
- Birthday time off (subject to training period and holiday balances)
Application process
- The application journey has 3 key steps: Application, Initial recruiter call, Final stage interview with 2 team managers (up to 1.5 hours)
- Process typically takes around 2-3 weeks; schedule is coordinated to be as flexible as possible
We have 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 ensure you don't miss out.
Equality and inclusionEqual opportunities for everyone
Diversity and inclusion are a priority for us, and we're supporting all of our people to grow at Monzo. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
We're an equal opportunity employer. All applicants will be considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, 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.
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As we're a bank and you'll be supporting customers with financial products you will need to be over 18 years old to apply for this role. Please confirm that you are over 18.
In the UK, how old do you have to be to work for a regulated bank? There is no specific age requirement for working at a regulated bank; laws typically require at least 16, with higher-responsibility roles often requiring 18.
Have you previously worked for Monzo? (including as a contractor)
The hours for the role will be between 8 am and 8pm, Monday - Sunday (37.5 hours per week). Please confirm you can work these hours
This role is based in our Cardiff office. Please confirm you are happy to work in the Cardiff office?
I confirm that I am able to start on Monday 27th April 2026 and can attend the first 8 weeks of training 09:00-17:30 with no holidays during training
The entry salary for this role is £24,750 - £29,625. Based on experience and performance; please share salary expectations
I understand that as a Vulnerable Customer Operations Advisor (COp) at Monzo, a main part of my role is speaking to customers on the telephone and I am comfortable with inbound and outbound calls
In this role we regularly receive upsetting calls from customers that may involve suicide or harm; please share a time you handled a challenging call
We have an average chat handling time of 30 mins and up to 25 calls a day on average. Tell us about the targets you work to
SCENARIOS - Please answer the following questions
Q1 - Rose's Call: "I really do need access to my account. You are stopping me from withdrawing all my money and I would like to divide it between my family before I go away. I need to make sure they are all looked after when I am gone"
• How would you respond to Rose's call? • Why would you think that we have limited the access to their account? • Is there anything in the wording that makes you feel that they are vulnerable? • What follow-up questions would you ask?
Q2 - Naz's message: "My partner has asked me to send them some money each month I've sent around £16,000. I am getting worried, Could I get this looked at?"
• How would you respond to Naz's message? • What vulnerabilities are suggested in the wording? • What follow-up questions would you ask?
Q3 - Peter's Call: "I think I've developed a gambling problem "
• How would you respond to Peter's call? • Is there anything in the wording that makes you feel that they are vulnerable? • What follow-up questions would you ask?
I confirm that I have re-read my answers to the scenarios and checked spelling and grammar. This is Quality Assessed daily; errors may affect eligibility. The sharing of answers is not permitted and must be original work. AI-derived answers will be declined.
Please confirm the first three digits of your postcode to identify eligibility for the London Living Wage (e.g. BR1 or DA14).
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