At Monzo, our mission is to Make Money Work For Everyone. We're looking for a Customer Service Adviser to join our Personal Banking team. You will serve as the first point of contact for our customers, resolving their issues with confidence and minimal fuss, handling everything from lost cards to app support.

What You'll Do

Be the customers' first point of contact, resolving their issues with little to no fuss.
Handle a wide range of customer calls, from lost cards to app support and gambling spend support.
Know when to be empathetic, build rapport, and do what's right for the customer.
Ensure customers needing a different skill set are directed to the right place quickly.
Use transferable skills to help other areas of the business during peak times.

What We're Looking For

UK resident over the age of 18, currently living in the UK with the right to work (no sponsorship).
Available to work Monday - Friday, 9:00 - 17:30 for the first 8 weeks.
For remote work: a safe, private, distraction-free home environment with no dependant/caregiver responsibilities during work hours.
A solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less).
Ability to work 37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm.
Must own a smartphone to log into the customer support system.

Nice to Have

Passionate about providing industry-leading customer experience.
A great communicator, empathetic listener, and able to respond clearly and concisely.
Resilient, able to handle tough calls about people's money.
Good understanding of regulatory requirements (e.g., verifying identity, raising complaints).
Skilled at context switching between phone calls, in-app chats, and social media posts.
Great at learning new skills and inquisitive.
Excellent at balancing customer time with efficiency.
Tech literate and able to use a laptop and pick up new systems.