Related skills
communication customer service empathy vulnerability_awareness📋 Description
- Take escalations from CSAs and talk to customers by phone and in-app chat.
- Help customers with addictions adjust their Monzo accounts.
- Support customers facing financial hardship by finding the right help.
- Discuss sensitive situations, including thoughts of self-harm, with care.
- Advise fellow CSAs on tone and actions for vulnerable customers.
- Understand a customer's financial accessibility needs and adjust support.
🎯 Requirements
- Experience working with vulnerable customers.
- Comfortable managing high volume of sensitive calls.
- Ability to prioritise difficult conversations.
- Strong empathy and compassion.
- Strong personal boundaries and resilience.
- Start on 27th April 2026 and complete 8 weeks of full-time training (Mon-Fri 9am-5:30pm).
🎁 Benefits
- Based in Cardiff office
- Learning budget £1,000/year
- Birthday time off guaranteed
- Full benefits list on the Monzo careers page
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