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!