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Employer: Monzo

Location: Remote, part-time.

Salary: £24,750 – £29,625 pro rata (£14,850 – £17,775). London salary £27,250 pro rata (£16,350).
Hours: Monday to Friday, 3.30pm – 8pm (22.5 hours per week).
Training: 10 weeks full time, Monday to Friday, 9am – 5.30pm. Fully remote.

Type of Work:
This is a heavily calls-based role dealing with sensitive and often distressing situations. Calls may involve topics such as self-harm, financial hardship, addiction, and other vulnerabilities. This role is not suitable for anyone who may find these conversations triggering.

About the Team:
Part of the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team, supporting customers facing a wide range of difficulties.

Main Responsibilities:
– Handle escalations from Customer Service Advisors
– Speak with customers by phone and in-app chat
– Support people dealing with addiction, financial hardship, or other vulnerabilities
– Respond to customers who mention suicide or severe distress
– Advise colleagues on how to communicate with vulnerable customers
– Understand accessibility needs and make appropriate account adjustments

What They’re Looking For:
– Experience supporting vulnerable people (desirable)
– Confidence managing a high volume of sensitive calls
– Strong empathy, resilience, and clear personal boundaries
– Ability to prioritise challenging conversations
– Team-focused approach
– Able to start on 15 February 2026 and attend full training

Benefits:
– £24,750–£29,625 pro rata depending on experience
– Remote working, including training
– £1,000 annual learning budget for books, courses, and conferences
– Birthday day off (outside the training period)
– Additional benefits available on their website

Application Process:

  1. Application and initial questions
  2. 20-minute call with a recruiter
  3. Final stage with two team managers (up to 1.5 hours)

The process takes around 2–3 weeks. The role will close once enough applications have been received.

Posted on 3/12/2025

How to Apply:
For full details and to apply, visit the official listing here.

Notes

⚠️ Availability: Jobs can close quickly. This listing was accurate at the time of posting, but may expire without notice.

Disclaimer:
I am not the employer. Please check the official job listing for accurate details and application instructions.


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