[Hiring] Business Banking Customer Operations Advisor @Monzo

Role Description

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. Monzo Business Banking supports sole traders, freelancers, and limited companies with tools to manage their money, payments, and day-to-day finances.

• Support customers across phone calls, in-app chat, and email.
• Know when to be empathetic, build rapport, and do what’s right for the customer.
• 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 25th May 2026 - availability for 8 weeks from this date with no holidays, appointments, or clashes to attend training (Monday - Friday, 9am - 5:30pm all remote).

You’ll play a key role by:

• Spotting patterns and identifying potentially vulnerable customers as well as financial crime.
• Referring customers to specialized areas where needed.
• Listening to customers’ concerns with positivity, empathy, and patience.
• Fixing problems and preventing them from happening again.
• Supporting colleagues when ready.

Qualifications

• Enjoy supporting Business Banking customers through phone, chat, and email.
• Great listener who responds with empathy, patience, and understanding.
• Ability to take ownership of issues from start to finish.
• Confident in spotting patterns, identifying potential vulnerability or financial crime.
• Ability to escalate to specialist teams when necessary.
• Confident in thinking beyond standard processes using sound judgment.
• Curious and proactive with an interest in reviewing processes and suggesting improvements.
• Comfortable working towards performance measures and motivated by team success.
• Enjoy collaborating with teammates and supporting others.
• Passionate about building strong rapport and delivering a standout customer experience.
• Confident in communicating with customers both verbally and in writing.
• Comfortable working in a fast-paced environment.
• Confident using technology and picking up new systems.
• High standard of written and spoken English.
• UK resident aged 18 or over, living in the UK with the right to work.

Requirements

• Availability for training starting on Monday 25th May 2026.
• Ability to work flexible hours as required.

Benefits

• Salary: £24,750 - £29,625 ➕ share options.
• Flexible working hours.
• £1,000 learning budget each year for books, training courses, and conferences.
• Work-from-home setup support including Macbooks.
• Plus lots more!