Overnight Vulnerable Customer Advisor

The vulnerable customers role is for those people that have experience of working with adults with varying degrees of difficulties or personal hardship and can provide strong customer service, personal resilience and boundaries.

You'll be taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone, so you'll need to be able to call customers, and in app chat.

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Here are some of the situations you may deal with:

• Helping people with addictions make account adjustments to aid their recovery
• Helping people with various difficulties be fully understood by Monzo so we can help them to the best of our ability now and in the future
• Talking to people who are struggling to afford basic necessities, and find them the right help and support
• Talking to people who mention suicide, and figure out the best way to help them
• Advising your fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people
• Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo

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🤩  We’d love to hear from you if..

• You can start on 16th February 2026 and attend full time training Monday to Friday 9am - 5.30pm for 10 weeks
• Able to work a permanent overnight shift
• Have experience working with vulnerable customers is desirable
• Are comfortable and confident managing a high volume of calls of a sensitive nature 
• Have the ability to prioritise difficult conversations effectively
• Have a strong sense of empathy and compassion
• Have a strong sense of personal boundaries and resilience
• Have a strong team working ethic