Overnight Vulnerable Customer Support
4 months ago
Distributed | £23,500 + £5004 annual out of hours allowance + Benefits |
**About us**:
We're here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.
We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.
**About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team**
**About our Overnight VC Support Team**:
Our Overnight support covers our Urgent and Priority customer service and Vulnerable customers need our support in urgent situations at any time of the day or night. This role will involve dealing with
**Your day-to-day**:
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 urgent out of hours escalations from fellow Customer Service Advisors, chatting to customers through our in app chat and you'll need to be able to call customers.
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
- Experience working with vulnerable customers is essential
- Are skilled and confident in making and receiving calls
- Have a strong sense of empathy
- Have a strong sense of personal boundaries
- Have a good self-care regime
- Have the ability to prioritise difficult conversations effectively
- Have a strong team working ethic
**Salary** - From £23,500 + £5004 annual out of hours allowance depending on direct and relevant experience (from £25,000 if you are based in Greater London) and a huge range of benefits. All Monzo team members get share options as part of their package.
**Logistics** ️
This role will be fully remote in the UK.
Training will be Monday to Friday 9am - 5.30pm for 10 weeks and this will be carried out remotely.
For our overnight team we have a fixed shift pattern which is 4 days of working 8pm-6am, followed by 4 days off.
**Our interview process involves 2 main stages**:
- A Values and Role Specific based interview including role plays with Operations Managers and Team Managers (1 hour)
**What's in it for you**:
From £23,500 + £5004 annual out of hours allowance + Benefits | (from £25,750 if you are based in Greater London) depending on direct and relevant experience and a huge range of benefits. All Monzo team members get share options as part of their package. plus stock options & benefits.
This role is distributed
We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
Learning budget of £1,000 a year for books, training courses and conferences
And much more, see our full list of benefits **here**
**_ Equal Opportunity Statement_**
**_ We are actively creating an equitable environment for every Monzonaut to thrive._**
- Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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_, 2021_ Diversity and Inclusion Report_ and 2022_ 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._
LI-Remote #LI-HRW
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