Vulnerable Customer Adviser

This role works our weekend hours which are Friday - Monday between the hours of 8am and 8pm OR just Saturday and Sunday between the hours of 8am-8pm with a max of 30 hours a week. However, you will initially join 10 weeks of training that will take place remotely Monday - Friday 9am -5:30pm. 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. 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