Customer Service Advisor - Calls (Cardiff)
Customer Service Advisor - Calls (Cardiff)
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Job Description
Were on a mission to make money work for everyone.
Were 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 aspersonal 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 andcombine 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!
Were not about selling products - we want to solve problems and change lives through Monzo
Cardiff 24750 - 29625 Benefits Hear from the team
Please note : This role is based in our Cardiff office working hours are 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.
Our Calls Cardiff team
Our Customer Operations (COps) are all about Customer Experience. Our mission is to Make Money Work For Everyone and youll be part of a team thats here to make sure that customers want to tell friends family and social media followers about the great experience they had with their bank.
Youll play a key role by
This is a calls-specific role meaning youll 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 theyve lost their card need some help getting into our app or theyre looking for support with their gambling spend. Youll know when to be empathetic when to build rapport and most importantly when to do whats right for them.
Youll 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.
Youll also have transferable skills that will mean youre able to help other areas of the business if and when needed during peak times.
We dont expect you to know everything right now dont worry! Youll go through training as part of your onboarding plan as well as get continuous coaching and support from your Team Manager and excellent peers; youll be ready to help others with tricky situations before you know it.
Wed love to hear from you if
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. Were 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
Youll 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 peoples money its an emotive subject and sometimes our calls can be tough
Good understanding of regulatory requirements like making sure youre 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 dont worry you dont 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
Not ticking every box Thats totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo were dedicated to creating a diverse and welcoming team. If youre passionate about this role and keen to learn and grow with us we encourage you to apply even if you dont have everything thats listed just yet. Drop us your application wed love to hear from you!
Whats in it for you
24750 - 29625
We guarantee to approve time off on your birthday if it falls on a day youre scheduled to work and its outside of your training period.
This role is be based in our Cardiff office.
1000 learning budget each year to use on books training courses and conferences.
We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
Plus lots more! Read our full list of benefits.
The application journey has 3 key steps
- Application stage
- 20 minute recruiter callI
- An in office 1 hour interview with 2 of our team managers
Our interviews are taking place between 15th July - 30th July 2025.
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.
Youll hear from us throughout the application process but if youve got any questions please reach out . You can also use this email address to let us know if theres anything we can do to make the process easier for you because of disability neurodiversity or anything else.
Well close the advert once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you dont miss out.
#LI-REMOTE #LI-SB
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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.
Were 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 dont need full or birth names at application stage
Required Experience:
Unclear Seniority
Employment Type
Advisor
