Job Application for Customer Service Adviser, Business Banking at Monzo

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🚀 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 ✨

📍UK Remote | 💰£24,750 - £29,625 + Share Options (£27,250 minimum starting salary if based in Greater London) Benefits | Hear from the team ✨

⏲️ Working hours - 37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm with two full weekends and at least one other partial weekend off every six weeks

📆 Start date - Monday 5th January 2026 OR Monday 2nd February 2026 - you will need to be available for 8 weeks from this date with no holidays, appointments or clashes to attend training (Monday - Friday, 9am - 5:30pm all remote). We can sometimes allow a few days off during this time, but just give us a heads up before the interviews if that is the case.

We will close this advert once we have enough applications so please apply as soon as possible 🚨

⭐Our Business Banking team

Customer Operations (COps) are the heart of Monzo and are all about customer experience. Our mission is to ‘Make Money Work for Everyone’ and our business banking customer ops team are our Business customers first point of call for any queries and problems they may have. You’ll be part of a team that’s here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.

In this role you’ll be speaking with our customer over the phone and through the in-app chat. You’ll need to know when to be empathetic, when to build rapport and most importantly, when to do what’s right for them.

🔑 You’ll play a key role by...

Spotting patterns and identifying potentially vulnerable customers as well as financial crime and 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 work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever the problem is and stop it from happening again.
You’ll also be on point to support your colleagues when you feel ready to do so.

🤩 Some of the skills and values that might make you a great addition to our team are:

You’re someone that is passionate about building great rapport and providing a fantastic experience that really make a difference to our customers
You’re a great communicator and are someone that enjoys speaking with people over the phone and get a kick out of helping them with an issue and enabling them to get on with the rest of their day after speaking with you
You’re confident and capable of supporting across a broad range of queries, with the ability to verbally explain, simplify and guide our customers to positive resolutions.
You’re able to multitask and switch focus in a fast paced environment. We work a range of tasks when one minute you might be speaking to a customer over the phone and then next replying to an in app chat or email
You’re motivated by working towards performance targets
You’re comfortable navigating systems and technology - don’t worry, you don’t have to know how to code or the difference between RAM and ROM.. you just need to be able to use a laptop and pick up the systems that we use
You have a high standard of written and verbal English.
You’re 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 cannot offer sponsorship for this role.

🙌 What’s in it for you

💰£24,750 - £29,625 ➕ share options.

📍Remote, including training

🎂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 (after the 5th week)

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

📈Annual Salary review which means your salary can increase every year

🏦 Up to 6% pension contribution from Monzo

📆 8 weeks of paid sabbatical leave every 5 years

🏡 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.

🌈 The application journey has 3 key steps

Completing the application questions (please take some time on these as we will read them!) 👀
A 20 minute recruiter call.
Final stage interview with team managers of the Business Banking team

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

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.

#LI-SB #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 😊

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🛂 Please confirm your UK Right to Work status.

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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.

🇺🇸 Are you a US Person?

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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.

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Please read our Candidate Data Privacy Notice.

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.

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In the UK, how old do you have to be to work for a regulated bank?In the UK, there is no specific age requirement set exclusively for working at a regulated bank. However, general employment laws apply, which typically require individuals to be at least 16 years old to work. For positions requiring higher responsibility or specific qualifications, such as Financial Conduct Authority (FCA) approved roles, candidates often need to be at least 18 due to the necessity of completing certain professional qualifications

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.

I'm aware of the shift patterns for this role and can fully commit to them.

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Shifts are 37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm with two full weekends and at least one other partial weekend off every six weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.

I'm aware the start date for this role is 5th January 2025 / 2nd February & I'll need to be present during the first 8 weeks of training.

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I understand that as a COp at Monzo, a main part of my role is speaking to customers on the phone and I am comfortable with high call volume, both inbound and outbound.

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1.) Describe a situation where you provided exceptional customer service. What was the customer's query or problem, and how did you ensure a positive experience for them?

2.) Can you give an example of a time when you had to deal with a difficult customer interaction? How did you handle the situation, and what was the outcome?

3.) Our mission is to ‘Make Money Work for Everyone’. What does this mission mean to you, and how do you see yourself contributing to it in the role of a Customer Operations Advisor?

Please save your final answers before submitting. If you’re invited through to an interview, we'll be asking you some questions related to the answers you’ve written in your application!

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This is to determine if your residence is within London waiting salary.

👤 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?

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Customer Service Adviser, Business Banking

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