SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: GBP 26,230 - 30,620 / annual
Monzo is seeking a Vulnerable Customer Advisor to join its Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team. This role is central to Monzo's mission of making money work for everyone by providing empathetic, specialist support to customers experiencing difficult circumstances.
You will handle escalations from Customer Service Advisors, communicating with customers via telephone and in-app chat. Your responsibilities include:
• Taking escalations and providing direct support to vulnerable customers
• Helping customers with addictions make account adjustments to support their recovery
• Assisting customers struggling with mental or physical health challenges, major life events, and financial worries
• Supporting customers experiencing suicidal ideation and connecting them with appropriate help
• Helping customers afford basic necessities by identifying and connecting them with external support resources
• Advising fellow Customer Service Advisors on tone, phrasing, and best practices when supporting vulnerable customers
• Understanding and accommodating customers' financial accessibility needs
This is a shift-based role (6am–10pm, Monday–Sunday, 37.5 hours per week). You will work remotely and must be available to start on 18 January 2027, with full-time training Monday–Friday, 9am–5:30pm for 8 weeks.
Monzo emphasizes that this role involves handling calls from customers expressing distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use. The company explicitly requests that applicants do not apply if they feel these conversations would be triggering.
The application process has three stages: application with questions, initial recruiter call, and final interview with two team managers (approximately 1 hour). The process typically takes 2–3 weeks.
REQUIREMENTS:
• Experience working with vulnerable people
• Comfort and confidence managing high volumes of sensitive calls
• Ability to prioritize difficult conversations effectively
• High levels of empathy and compassion
• Strong personal boundaries and resilience
• Availability to start 18 January 2027 and complete 8-week full-time training
• Strong team working ethic
