📍 Remote | 💰 £23,500 (£25,000 if based in Greater London) + an allowance of £5,004 per year (£417 monthly) for working overnight hours + Benefits | 

➡️This is a predominantly calls-based role with some supporting chat work, working overnight 🌔 ⬅️

About us

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been complicated and confusing. We want to change that and build a bank with everyone, for everyone. We want to make the world a better place and change people's lives through Monzo.

What will you be doing day-to-day?

Customer Operations are the heart of Monzo and every Customer Service Adviser has the power to solve problems quickly and with minimal fuss. You’ll be our customers’ first point of call and provide support by being honest and transparent with our customers mostly through phone calls, as well as some in-app chat support. We receive a wide range of calls from customers - whether it’s helping a customer who’s lost their card, or a customer looking for support with their gambling spend - you’ll listen to each customer’s concerns with positivity, empathy and patience.

You’ll spot patterns and identify potentially vulnerable customers as well as financial crime, 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 actually work, Then you’ll fix whatever the problem is and stop it from happening again.

We’re looking for someone who:

• Cares deeply about delighting our customers whether it’s for your first or last task of your shift
• Is able to navigate multiple technical systems, often at once
• Is able to work well under pressure with high volumes of work, including calls
• Can work to targets and self-monitor their own performance, as well as with guidance from managers
• Is great at verbally explaining things to people and have flawless written English
• Has the ability to context switch from varying tasks throughout the working day, utilising our self serve internal user guides to solve our customers queries
• Has strong customer service experience. Experience working overnight is desirable, but not essential.
• Is 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 can’t offer sponsorship for this role.

What’s in it for you:

💰 Base salary from £23,500 (from £25,000 if you are based in Greater London) + an allowance of £5004 per year (£417 monthly) for working overnight hours. All Monzo team members get share options as part of their package. plus stock options & benefits.

🏠This role is distributed, which means you’ll work from home.

📚 Learning budget of £1,000 a year for books, training courses and conferences And much more, see our full list of benefits here.

You'll spend 5 days per week for your first two weeks in training (Monday-Friday) between 09:00-17:30. This is all done remotely. (Please note that we do not permit any holidays or appointments during training)

What hours you’ll be working

You’ll be contracted to work full-time, 37.5 hours per week. 

Currently, the way our night shifts work is that you’ll be on an 8 day rotating shift pattern. Your shift hours will be 9:30pm-6:00am with 4 hours of ‘reset time’ at the end of your consecutive working days. You’ll work some weekends, depending on the 8 day rotation. 

From January, we’re changing our night shift pattern slightly. From January, you’ll work 4 shifts of 8pm-6am followed by 4 rest days. Again, this means you’ll work some weekends.

Equipment:

• We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.
• You do need to own your own smartphone; this will be needed each time you log into our customer support system.

To work remotely you'll also need:

• To work from home in the UK in a safe, private and distraction free environment - (the expectation is even though you are working from home, that you do not have dependant or caregiver responsibilities during your working hours)
• A solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less) - you can test your internet speed here

 

Our interview process involves 2 main stages:

• Application and completion of application questions - you may also have a quick 10 minute call with a recruiter to chat about your motivations for applying
• A 1h interview that will take place via video call

Our average process takes around 2-3 weeks. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on hiring-team@monzo.com

Application top tips ⭐

• This is our first chance to get to know you, so your application should be all your own original work
• We want to hear about specific examples from your previous experience, so please make sure your answers are clear-cut and definitive
• Make sure your CV is up to date including your most recent employment, as well as the correct contact details 

 

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2022 Diversity and Inclusion Report and 2022 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.

 

#LI-REMOTE #LI-RT