Customer Service Adviser - Calls and Web Chat (Full-Time Remote)
Join the Revolution in Banking: Become a Customer Service Adviser with Monzo
Are you passionate about delivering exceptional customer experiences? Do you have a knack for problem-solving and a keen eye for detail? We're on the hunt for a talented Customer Service Adviser to join our dynamic team at Monzo, working remotely and making a real difference in people's lives. As a key member of our Customer Operations team, you'll be the first point of contact for our customers, providing support and solutions to their queries through phone calls and web chat.
About Monzo: Revolutionizing Banking for Everyone
At Monzo, we're on a mission to make money work for everyone. We're building a bank that's for everyone, by everyone. Our goal is to change the way people interact with their finances, making it simpler, more transparent, and more accessible. We're a company that's passionate about using technology to drive positive change, and we're looking for talented individuals like you to join our team.
What You'll Be Working On
As a Customer Service Adviser with Monzo, you'll be working on the frontlines of our customer support, handling a wide range of calls and web chats from customers. Your day-to-day tasks will include:
Providing exceptional customer service through phone calls and web chat, resolving customer queries and concerns in a timely and efficient manner
Listening to customers' concerns with empathy, patience, and positivity, and providing solutions to their problems
Identifying and escalating potentially vulnerable customers and financial crime to specialist areas
Working with multiple technical systems to resolve customer issues, and using our self-serve internal user guides to find solutions
Spotting patterns and trends in customer queries, and providing feedback to improve our services
Key Responsibilities
As a Customer Service Adviser with Monzo, you'll be expected to:
Deliver exceptional customer service, resolving customer queries and concerns in a timely and efficient manner
Work well under pressure, handling high volumes of calls and web chats, and meeting targets and performance metrics
Navigate multiple technical systems, often at once, to resolve customer issues
Communicate effectively using different mediums, including phone, web chat, and email
Context switch between various tasks throughout the working day, using our self-serve internal user guides to solve customer queries
Identify and escalate potentially vulnerable customers and financial crime to specialist areas
Essential and Preferred Qualifications
To succeed as a Customer Service Adviser with Monzo, you'll need:
Customer service experience, preferably in a call-based or contact centre environment
Excellent communication and problem-solving skills
The ability to work well under pressure, handling high volumes of calls and web chats
A strong attention to detail, with the ability to navigate multiple technical systems
A passion for delivering exceptional customer experiences, and a commitment to our mission and values
Preferred qualifications include:
Experience working in a similar call-based or contact centre environment
Familiarity with financial services, or experience working with customers in a similar industry
Relevant certifications or training in customer service, or a related field
Skills and Competencies
To succeed as a Customer Service Adviser with Monzo, you'll need:
Excellent communication and interpersonal skills
Strong problem-solving and analytical skills
The ability to work well under pressure, and meet targets and performance metrics
A strong attention to detail, with the ability to navigate multiple technical systems
A passion for delivering exceptional customer experiences, and a commitment to our mission and values
Career Growth Opportunities and Learning Benefits
At Monzo, we're committed to helping our team members grow and develop their skills. As a Customer Service Adviser, you'll have access to:
A learning budget of £1,000 per year, to spend on books, training courses, and conferences
Opportunities for career growth and development, including promotions and lateral moves
A supportive and collaborative team environment, with regular feedback and coaching
Work Environment and Company Culture
At Monzo, we're a company that's passionate about using technology to drive positive change. Our culture is built on a foundation of:
Collaboration and teamwork
Innovation and creativity
Customer obsession
Diversity and inclusion
We're a fully remote company, which means you'll have the flexibility to work from home and create your own schedule. We're looking for team members who are self-motivated, disciplined, and passionate about delivering exceptional customer experiences.
Compensation, Perks, and Benefits
As a Customer Service Adviser with Monzo, you'll receive:
A competitive salary of £23,500 per year (£25,750 if based in Greater London)
Share options as part of your package
A learning budget of £1,000 per year
Flexible working hours, with the opportunity to work from home
Opportunities for career growth and development
What Hours You'll Be Working
As a Customer Service Adviser with Monzo, you'll be working on an 'open availability' contract basis, which means your shift pattern will change on a weekly basis. You'll work 5 days per week for your first three weeks in training, between 09:00-17:30. After training, you'll be working remotely on a repeating pattern, including bank holidays.
Equipment and Requirements
To work as a Customer Service Adviser with Monzo, you'll need:
A safe, private, and distraction-free environment in the UK
A solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less)
A Macbook laptop (provided by Monzo)
A smartphone (owned by you)
Interview Process
Our interview process involves 2 main stages:
Application
A 1h interview that will take place via video call
Our average process takes around 3-4 weeks, but can take longer depending on demand. You'll have the chance to speak to our recruitment team at various points during your process.
Equal Opportunity Statement
We're an equal opportunity employer, and we're committed to creating an equitable environment for every Monzonaut to thrive. We welcome applications from all qualified candidates, regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity, or disability status.
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team, and we're excited about the opportunity to meet you.
Apply now to become a Customer Service Adviser with Monzo, and join our mission to make money work for everyone!
Apply Now
Are you passionate about delivering exceptional customer experiences? Do you have a knack for problem-solving and a keen eye for detail? We're on the hunt for a talented Customer Service Adviser to join our dynamic team at Monzo, working remotely and making a real difference in people's lives. As a key member of our Customer Operations team, you'll be the first point of contact for our customers, providing support and solutions to their queries through phone calls and web chat.
About Monzo: Revolutionizing Banking for Everyone
At Monzo, we're on a mission to make money work for everyone. We're building a bank that's for everyone, by everyone. Our goal is to change the way people interact with their finances, making it simpler, more transparent, and more accessible. We're a company that's passionate about using technology to drive positive change, and we're looking for talented individuals like you to join our team.
What You'll Be Working On
As a Customer Service Adviser with Monzo, you'll be working on the frontlines of our customer support, handling a wide range of calls and web chats from customers. Your day-to-day tasks will include:
Providing exceptional customer service through phone calls and web chat, resolving customer queries and concerns in a timely and efficient manner
Listening to customers' concerns with empathy, patience, and positivity, and providing solutions to their problems
Identifying and escalating potentially vulnerable customers and financial crime to specialist areas
Working with multiple technical systems to resolve customer issues, and using our self-serve internal user guides to find solutions
Spotting patterns and trends in customer queries, and providing feedback to improve our services
Key Responsibilities
As a Customer Service Adviser with Monzo, you'll be expected to:
Deliver exceptional customer service, resolving customer queries and concerns in a timely and efficient manner
Work well under pressure, handling high volumes of calls and web chats, and meeting targets and performance metrics
Navigate multiple technical systems, often at once, to resolve customer issues
Communicate effectively using different mediums, including phone, web chat, and email
Context switch between various tasks throughout the working day, using our self-serve internal user guides to solve customer queries
Identify and escalate potentially vulnerable customers and financial crime to specialist areas
Essential and Preferred Qualifications
To succeed as a Customer Service Adviser with Monzo, you'll need:
Customer service experience, preferably in a call-based or contact centre environment
Excellent communication and problem-solving skills
The ability to work well under pressure, handling high volumes of calls and web chats
A strong attention to detail, with the ability to navigate multiple technical systems
A passion for delivering exceptional customer experiences, and a commitment to our mission and values
Preferred qualifications include:
Experience working in a similar call-based or contact centre environment
Familiarity with financial services, or experience working with customers in a similar industry
Relevant certifications or training in customer service, or a related field
Skills and Competencies
To succeed as a Customer Service Adviser with Monzo, you'll need:
Excellent communication and interpersonal skills
Strong problem-solving and analytical skills
The ability to work well under pressure, and meet targets and performance metrics
A strong attention to detail, with the ability to navigate multiple technical systems
A passion for delivering exceptional customer experiences, and a commitment to our mission and values
Career Growth Opportunities and Learning Benefits
At Monzo, we're committed to helping our team members grow and develop their skills. As a Customer Service Adviser, you'll have access to:
A learning budget of £1,000 per year, to spend on books, training courses, and conferences
Opportunities for career growth and development, including promotions and lateral moves
A supportive and collaborative team environment, with regular feedback and coaching
Work Environment and Company Culture
At Monzo, we're a company that's passionate about using technology to drive positive change. Our culture is built on a foundation of:
Collaboration and teamwork
Innovation and creativity
Customer obsession
Diversity and inclusion
We're a fully remote company, which means you'll have the flexibility to work from home and create your own schedule. We're looking for team members who are self-motivated, disciplined, and passionate about delivering exceptional customer experiences.
Compensation, Perks, and Benefits
As a Customer Service Adviser with Monzo, you'll receive:
A competitive salary of £23,500 per year (£25,750 if based in Greater London)
Share options as part of your package
A learning budget of £1,000 per year
Flexible working hours, with the opportunity to work from home
Opportunities for career growth and development
What Hours You'll Be Working
As a Customer Service Adviser with Monzo, you'll be working on an 'open availability' contract basis, which means your shift pattern will change on a weekly basis. You'll work 5 days per week for your first three weeks in training, between 09:00-17:30. After training, you'll be working remotely on a repeating pattern, including bank holidays.
Equipment and Requirements
To work as a Customer Service Adviser with Monzo, you'll need:
A safe, private, and distraction-free environment in the UK
A solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less)
A Macbook laptop (provided by Monzo)
A smartphone (owned by you)
Interview Process
Our interview process involves 2 main stages:
Application
A 1h interview that will take place via video call
Our average process takes around 3-4 weeks, but can take longer depending on demand. You'll have the chance to speak to our recruitment team at various points during your process.
Equal Opportunity Statement
We're an equal opportunity employer, and we're committed to creating an equitable environment for every Monzonaut to thrive. We welcome applications from all qualified candidates, regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity, or disability status.
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team, and we're excited about the opportunity to meet you.
Apply now to become a Customer Service Adviser with Monzo, and join our mission to make money work for everyone!
Apply Now