Job Application for Business Success Specialist at Monzo

New

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

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 UK team about what it's like working at Monzo ✨

London, Cardiff or UK Remote | 💰£28,050- £35,475 + Benefits | Hear from the team ✨

⭐Our Business Banking Team

We are seeking highly motivated and customer- centric individuals to join our dynamic Business Banking team.

Our Business Success Specialists will be responsible for the overall experience of our most complex businesses and represent Monzo by working with teams across the bank to create smooth experiences that build trust and confidence in our Business Banking product and support.

Our Business Success Specialists are amongst the most knowledgeable COps in their domain space and hold subject matter expert prowess.

🔑You’ll play a key role by…

Being the voice of Monzo Business for our most complex businesses to building trust and confidence in our product and service.
Managing customer queries from our most complex businesses and owning the case management of those queries from start to resolution, keeping customers informed and setting the right expectations.
Providing exceptional inbound support, while also identifying opportunities for customers to get more value from our products and services.
Supporting businesses through their onboarding and key business growth milestones, staying aligned every step of the way as their business evolves.
Actively engaging in value-led conversations to uncover unmet needs or pain points, guiding businesses to relevant Monzo features or services that support their growth and operational efficiency.
Spotting trends and emerging needs across business accounts, proactively surfacing opportunities to improve the customer journey or introduce helpful features that align with their evolving goals.
Being a subject matter expert in managing complex and tricky customer problems to deliver an effortless customer service and an escalation point for related queries and tasks associated with our most complex businesses.
Having full accountability to work across teams in Operations and Product to solve problems for our most complex businesses, proactively identifying and mitigating risks that could impact their experience or retention.
Having a pulse on any potential poor outcomes for our most complex businesses and proactively taking ownership to resolve them whilst advocating for them across Operations to get the right outcomes, escalating and resolving any issues.
Identifying where our processes are not fit for purpose and we must act differently to get the right outcomes whilst managing our risk as a bank.
Taking ownership for the development, maintenance and improvement of knowledge management resources and sharing learnings across the team where they may not support our most complex businesses.

🤩 We’d love to hear from you if you are…

A brilliant communicator. That means you can explain things clearly and simply, whether you're chatting on the phone or typing a message. Most importantly, you genuinely listen to what our customers need and get where they're coming from.
A customer champion who loves diving into problems, always figuring out the best way to make things right. You'll confidently handle tricky conversations, turning worries into wins and making sure our customers are genuinely happy with how things turned out.
Skilled in identifying where existing processes and saved responses will not meet the right customer outcome and able to use your judgement to adapt
Someone with exceptional commercial acumen and strategic foresight, capable of anticipating complex business needs and translating them into tangible product value.
Confident to share feedback internally about customer experiences, our processes and product limitations with the right teams
Self-motivated and capable of holding yourself accountable to a high standard of performance without granular performance targets or data insight.
Able to work independently and take personal responsibility for prioritising your work and ensuring your work gets done
Able to communicate clearly with stakeholders, manage expectations and explain your knowledge in simple terms
Able to share knowledge to enhance the skills of the teams around you across Operations and other Business Success Specialists.
Flexible and understanding that the role of the Business Success Specialists may change and evolve based on customer and business needs.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌What’s in it for you

💰£28,050- £35,475 ➕share options.

🎂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.

📍This role can be based from home with distributed working within the UK.

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

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

🏡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.

Our working hours follow a shift rotation, Monday to Friday between 7am and 7pm. While this role is currently set for weekdays only, this might be change in the future to include weekend shifts as part of a rotational schedule. The training period will be 5 weeks, Monday - Friday 09:00 - 17:30.

The start date for this role is Monday 10th November 2025.

🌈 The application journey has 3 key steps

CV and Application Questions
Recruiter Call
1 hour Interview (Role Specific & Values)

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

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sambrewington@monzo.com. 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.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-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, 2024 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 😊

First Name

Last Name

Phone

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

🇺🇸 Are you a US Person?

Select...

A US Person is defined as someone who:

was born in the United States (US)
has at least 1 parent who was born in the US
is a naturalised citizen of the US
is a green card holder
is a US tax resident

🔐 Keeping your data safe is really important to us.

Select...

Please read our Candidate Data Privacy Notice.

🛂 Please confirm your UK Right to Work status.

Select...

We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

If you’d like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers).

If you'd like to, please spell out your name how it's pronounced so we know how to say it.

Please confirm you can start on Monday 10th November and can attend 5 weeks of training.

Select...

Training will be Monday - Friday 09:00 - 17:30

Please confirm you are happy and aware of the shift rotation.

Select...

The role requires you to manage complex problems and advocate for our most complex businesses. Tell us about a time you handled a challenging customer issue that required you to work with multiple internal teams to resolve. What was the situation, what steps did you take, and what was the final outcome for the customer?

(max word count: 500 words)

We’ll rely on you to identify when existing processes are not fit for purpose. Describe a situation where you had to deviate from a standard process or policy to achieve the right outcome for a customer. How did you justify your decision, and what, if any, feedback did you share internally about the process?

(max word count: 500 words)

Monzo aims to help businesses grow and get more value from our products. How do you approach a conversation with a customer to uncover their needs or pain points and then suggest relevant solutions? Provide an example of a time you successfully helped a customer learn about a product and service and gain more value from it.

(max word count: 500 words)

👤 Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

Voluntary. And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
Anonymous to Monzo. We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

For more information on how we'll use this data, please read our candidate privacy notice.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

How would you describe your gender identity?

Select...

Do you identify as transgender?

Select...

What's your sexual orientation?

Select...

Do you identify as having a disability?

Select...

Do you consider yourself to be neurodivergent?

Select...

How would your describe your ethnicity?

Select...

Business Success Specialist

Apply for this job

👤 Identity survey