About Monzo
Monzo is one of the UK’s most innovative digital banks, on a mission to make money work for everyone. From prepaid cards to full-featured bank accounts, we’ve transformed how people manage their money. We offer personal, joint, business, teen, and kids accounts, as well as tools for saving, investing, and managing pensions. With award-winning customer service and a strong focus on accessibility and inclusion, we don’t just offer banking—we offer support for life’s toughest moments.
Role Overview
As a Customer Support Specialist (Vulnerable Customers – Overnight Team), you’ll be at the heart of our efforts to support people through some of their most difficult experiences. This isn’t a typical support role—our VAIB (Vulnerability, Accessibility, Inclusion and Bereavement) team is trained to listen, guide, and empower customers facing mental health challenges, addiction, financial hardship, or bereavement.
You’ll handle sensitive calls, provide meaningful support, and help Monzo respond compassionately and effectively. You’ll work overnight shifts in a remote environment and receive full training before you begin.
This role is ideal for someone empathetic, resilient, and experienced in supporting vulnerable people.
Key Responsibilities as Customer Support Specialist
- Respond to calls and in-app chats from vulnerable customers, often in distress
- Provide emotional support, assess risk, and help customers get the right assistance
- Make account adjustments for customers facing addiction, loss, or mental health issues
- Speak with customers expressing thoughts of self-harm or suicidal ideation, guiding them toward appropriate help
- Assist colleagues by advising on tone, language, and next steps in supporting vulnerable customers
- Understand and apply financial accessibility adjustments
- Handle difficult calls with care, confidentiality, and professionalism
Skills & Experience Required
- Experience working with vulnerable adults or in social care/mental health services is desirable
- Strong emotional resilience and ability to manage distressing calls regularly
- Excellent listening and communication skills, especially by phone
- High empathy, personal boundaries, and a calm, non-judgmental approach
- Confident in fast-paced call-based environments
- Ability to work independently and as part of a compassionate, expert team
Shift Pattern & Pay
- Permanent night shifts: 8:00 PM – 6:00 AM (4 days on, 4 days off)
- Includes weekends and bank holidays on a rota
- Training: Full-time, remote, 10 weeks (Mon–Fri, 9:00 AM – 5:30 PM) starting 15th September 2025
- Salary: £24,750 – £29,625 per year depending on experience
- Overnight shift allowance: £5,004 annually (total min salary: £27,250 if in Greater London)
Perks & Benefits
- Remote working from anywhere in the UK
- £1,000 annual learning budget
- Guaranteed birthday leave (outside of training)
- Full access to Monzo’s inclusive benefits: enhanced family leave, wellbeing support, and more
- Diverse, welcoming, and people-first work environment
- Full list of benefits available here
Start Your Career with Monzo
Join a company committed to doing banking differently—and better. If you’re passionate about supporting others and want to make a real impact in a meaningful way, this is your chance.
Apply now to become a Customer Support Specialist in our VAIB team and help Monzo lead the way in compassionate, accessible banking.
Application Process
- Step 1: Submit your application
- Step 2: Final video interview with two team managers (held between 6 PM – 11 PM)
- Expected duration: 2–3 weeks
- We’re flexible and supportive throughout the process—email us at gillianmacfarlane@monzo.com if you need adjustments
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