Customer Service Adviser, Business Banking

Customer Service Adviser, Business Banking

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.

UK Remote | 24,750 - 29,625 + Share Options (27,250 minimum starting salary if based in Greater London) Benefits

Working hours - 37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm with two full weekends and at least one other partial weekend off every six weeks

Start date - Monday 5th January 2026 OR Monday 2nd February 2026 - you will need to be available for 8 weeks from this date with no holidays, appointments or clashes to attend training (Monday - Friday, 9am - 5 : 30pm all remote). We can sometimes allow a few days off during this time, but just give us a heads up before the interviews if that is the case.

We will close this advert once we have enough applications so please apply as soon as possible.

Our Business Banking team

Customer Operations (COps) are the heart of Monzo and are all about customer experience. Our mission is to 'Make Money Work for Everyone' and our business banking customer ops team are our Business customers first point of call for any queries and problems they may have. 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.

In this role you'll be speaking with our customer over the phone and through the in-app chat. You'll need to know when to be empathetic, when to build rapport and most importantly, when to do what's right for them.

You'll play a key role by...

• Spotting patterns and identifying potentially vulnerable customers as well as financial crime and referring customers to specialised areas where needed.
• We'll give you all the tools and training you need so you know exactly how payment systems work, and you'll listen to customers' concerns with positivity, empathy and patience. Then you'll fix whatever the problem is and stop it from happening again.
• You'll also be on point to support your colleagues when you feel ready to do so.

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

What's in it for you

The application journey has 3 key steps

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

You'll hear from us throughout the application process, but if you've got any questions, please reach out to sambrewington@monzo.com. You can also use this email address to let us know if there's anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we're embracing diversity by 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, 2024 Diversity and Inclusion Report and 2024 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage