Customer Support Adviser - Calls

Cardiff | £24,750 - £27,000 + stock options worth £2,750 + Benefits | Hear from the team ✨

• ️ 37.5 hours per week including Bank Holidays on a rotational basis covering 8am - 8pm, Monday - Sunday on a 4 week rotation which includes two full weekends off.

The start date for this role is 24th of March, 2025 We will be holding in person interviews at our Cardiff office Tuesday - Thursday w/c February 17th & 24th. If you can't make either weeks please do not apply.

What you'll be working on

Our Customer Operations (COps) are all about Customer Experience. Our mission is to "Make Money Work For Everyone" and you'll be part of a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.

This is a calls-specific role, meaning you'll be our customers' first point of contact when they contact us over the phone and your mission will be to make sure that they feel confident that their issue is resolved with little to no fuss.

• ️ We get a wide range of calls from customers - whether they've lost their card, need some help getting into our app or they're looking for support with their gambling spend. You'll know when to be empathetic, when to build rapport and most importantly, when to do what's right for them.

You'll be inquisitive and a problem solver, but also make sure that in instances where customers need to be helped by someone with a different skill set that they get to the right place quickly to have their issues resolved quickly.

You'll also have transferable skills that will mean you're able to help other areas of the business if and when needed during peak times.

We don't expect you to know everything right now, don't worry! You'll go through training as part of your onboarding plan as well as get continuous coaching and support from your Team Manager and excellent peers; you'll be ready to help others with tricky situations before you know it.

What are we looking for in our team?

To join our amazing team you need to be positive, hungry to learn and above all else, always want to go above and beyond to give great customer experience. You do not need to have worked in financial services or customer service before. We're going to teach you everything you need to know.

Some of the skills and values that might make you a great addition to our team are:

Passionate about providing industry-leading customer experience and pushing the bar higher at every opportunity

️ A great communicator - this means being empathetic when you need to be, listening well and responding clearly and concisely to customer queries

• ️ You'll enjoy speaking with people over the phone and get a kick out of helping them with an issue and enabling them to get on with the rest of their day after speaking to you

Resilient - we deal with people's money, it's an emotive subject and sometimes our calls can be tough

• ️ Good understanding of regulatory requirements like making sure you're speaking to the right person before taking action or when we should raise a complaint for customers

• ️ Context switching - we can work a range of tasks and one minute you might be speaking to a customer over the phone and the next replying to an in app chat or Social media post, all of these require different skills

Great at learning new skills and inquisitive enough to ask questions to understand more about things that you need to know

• ️ Excellent at balancing giving the customer as much of your time as they need whilst knowing when to be efficient

Tech literate, but don't worry, you don't have to know how to code or the difference between RAM and ROM… you just need to be able to use a laptop and pick up the systems that we use

Some things that are essential

You're a UK resident over the age of 18, currently living in the UK with the right to work in the UK (an offer of employment is subject to satisfactory proof of this). We can't offer sponsorship for this role.

You have to be available to work Monday - Friday, 9:00 - 17:30 for your first six weeks with no holidays, appointments or clashes.

We encourage Work From Home at certain points in the year; for example if there's an event that makes commuting difficult or there are weather warnings. With that in mind, a solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less) - you can test your internet speed here, as well as a safe, private and distraction free environment with no dependent or caregiver responsibilities during working hours are musts.

What's in it for you?

Annual Salary Review which means your salary can increase every year

All Monzo team members get share options as part of their package

Up to 6% pension contribution from Monzo

34 days of holiday allowance per year

8 weeks of paid sabbatical leave every 5 years

25 days of paid sick leave

Optional Health Insurance

Learning budget of £1,000 a year for books, training courses and conferences to focus on your personal development

Equipment

We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.

You need to own your own smartphone; this will be needed each time you log into our customer support system.

Our interview process involves three main stages:

✍️ Application

A brief 15 minute chat with someone in our hiring team

A 1h interview that will take place in our Cardiff office.

We usually wrap up the whole process within four weeks
✉️ Our recruitment team will keep in touch but if you have any questions you can reach them on [email protected]

We'll close the advert once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out.