Vulnerable Customer Advisor

📍Remote | 💰 £26,230 - £30,620 depending on experience + Incentive Awards tied to your performance + Benefits ✨ This role will be working shifts between 6am and 10pm, Monday - Sunday (37.5 hours per week). We receive calls from customers who express feelings of distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with. ⭐Our VAIB team Are you passionate about making banking truly accessible and advocating for people when they need it most? Join Monzo ’s dedicated Vulnerable Customers team to help deliver on our mission of making money work for everyone. In this role, you will provide empathetic, specialist support to customers experiencing difficult circumstances, from navigating mental or physical health challenges and major life events to managing daily financial worries. Working at the intersection of financial wellbeing and accessibility, you’ll connect customers with bespoke tools designed to give them control over their finances, while actively helping us break down barriers so that Monzo remains an inclusive, supportive space for every individual. About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - 🔑 You’ll play a key role by: Taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone and in app chat. Helping people with addictions make account adjust