Vulnerable Customer Advisor, Cardiff

Confirmed live in the last 24 hours

Monzo

Compensation

£24,750 - £29,625

Cardiff

On-site

Posted March 25, 2026

Job Description

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Cardiff | £24,750 - £29,625 depending on experience + Benefits | Hear from the team ✨

This role will be working shifts between 8am and 8pm, Monday - Sunday (37.5 hours per week).

Please note that this role is heavily calls-based. These calls will be very upsetting and unsettling, on a daily basis.

We receive calls from customers who express feelings of distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with.

⭐Our VAIB team

About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers

You’ll play a key role by:

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.

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

We’d love to hear from you if you:

Have experience working with vulnerable customers
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 stron

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