Job Application for Customer Service Adviser, Business Banking at Referrals Only

📍Remote | 💰 £24,750 - £27,000 + Benefits

⏲️ 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 - 14th April 2025 - you need to be available for 6 weeks from this date with no holidays, appointments or clashes to attend training (Monday - Friday, 9am - 5:30pm all remote).

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 - £27,000 ➕ share options.

📍Remote

🎂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.

📚£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 chat with a member of the hiring team. Please note this may not be guaranteed and instead you may go straight to the interview stage.
Final stage interview with members 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 ops-hiring@monzo 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-OH #REMOTE

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🇺🇸 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.

🛂 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.

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 provide the first 3 or 4 digits of your postcode e.g. LS1 or SW11

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 volumes, both inbound and outbound.

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I'm aware I'll need to be present during the first 6 weeks of training.

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

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The role pattern is 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.

1. Creating a great experience for our customers at Monzo means everything to us. Tell us about a customer experience you received that you wanted to tell your friends about and why was it so good?

2. Tell us honestly, in approximately 250-500 words, why do you want to work for Monzo?

Thinking of using AI? Read our guidance here

3. We're speaking with customers all day, every day and it's easy to get complacent but we don't want to ever compromise the level of service we provide or give any wrong information, so tell us in approximately 250-500 words, how do you keep yourself on top of your game when you might be operating on auto-pilot?

👤 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.

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Customer Service Adviser, Business Banking

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👤 Identity survey