Customer Service Advisor - Calls (Cardiff)

Job details
Here’s how the job details align with your profile.
Pay

£24,750 - £2+,625 a year
Job type

Full-time
Shift and schedule

Weekend availability

Rotating shift
 
Location
Cardiff
 
Benefits
Pulled from the full job description
Work from home
 
Full job description
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 ❤️

Hear from our UK team about what it's like working at Monzo ✨


Cardiff | £24,750 - £2+,625 + 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 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.

You'll play a key role by

This is a calls-specific role, meaning you'll 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 they've lost their card, need some help getting into our app or they're looking for support with their gambling spend. You'll know when to be empathetic, when to build rapport and most importantly, when to do what's right for them.

You'll 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.

You'll also have transferable skills that will mean you're able to help other areas of the business if and when needed during peak times.

We don't expect you to know everything right now, don't worry! You'll go through training as part of your onboarding plan as well as get continuous coaching and support from your Team Manager and excellent peers; you'll be ready to help others with tricky situations before you know it.

We'd 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. We're 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

️ You'll 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 people's money, it's an emotive subject and sometimes our calls can be tough

️ Good understanding of regulatory requirements like making sure you're 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 don't worry, you don't 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? That's totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we're dedicated to creating a diverse and welcoming team. If you're passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don't have everything that's listed just yet. Drop us your application, we'd love to hear from you!

What's in it for you

£24,750 - £2+,625

We guarantee to approve time off on your birthday if it falls on a day you're scheduled to work and it's outside of your training period.

This role is be based in our Cardiff office.

£1,000 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.

You'll hear from us throughout the application process, but if you've got any questions, please reach out 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.

We'll close the advert once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out.

#LI-REMOTE #LI-SB

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 Read more