Business Banking Customer Operations Advisor

🚀 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 ❤️

📍UK Remote | 💰£24,750 - £29,625 (£27,250 minimum starting salary if based in Greater London) Benefits | Hear from the team ✨

⭐Our Business Banking team

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. 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.

In this role, you’ll be supporting customers across phone calls, in-app chat and email. You’ll need to know when to be empathetic, when to build rapport, and most importantly, when to 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 - you will need to be available for 8 weeks from this date with no holidays, appointments or clashes to attend training (Monday - Friday, 9am - 5:30pm all remote). We can sometimes allow a few days off during this time, but just give us a heads up before the interviews if that is the case.

🔑 You’ll play a key role by...

• Spotting patterns and identifying potentially vulnerable customers as well as financial crime and referring customers to specialised areas where needed.

• We’ll give you all the tools and training you need so you know exactly how payment systems work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever the problem is and stop it from happening again.

• You’ll also be on point to support your colleagues when you feel ready to do so.

🤩 We’d love to hear from you if…

• You enjoy supporting Business Banking customers through phone, chat, and email, and helping resolve a wide range of queries.

• You’re a great listener who responds with empathy, patience, and understanding, and you take ownership of issues from start to finish.

• You’re able to spot patterns, identify potential vulnerability or financial crime, and know when to escalate to specialist teams.

• You’re confident thinking beyond standard processes when needed, using sound judgement to do what’s right for the customer while balancing risk and policy.

• You’re curious and proactive, with an interest in reviewing processes, spotting inefficiencies, and suggesting improvements for customers and colleagues.

• You’re comfortable working towards a small number of performance measures and are motivated by understanding how your work contributes to team success.
You enjoy collaborating with teammates, sharing knowledge and supporting others to deliver brilliant customer experiences.

• You’re passionate about building strong rapport and delivering a standout customer experience that genuinely makes a difference.

• You’re confident communicating with customers both verbally and in writing, and can clearly explain and simplify information to reach positive outcomes.

• You’re comfortable working in a fast-paced environment where you’ll be required to switch between calls, chats, and emails throughout the day in line with business needs and workforce planning.

• You’re confident using technology and picking up new systems, with a high standard of written and spoken English.

• You’re a UK resident aged 18 or over, living in the UK with the right to work (please note sponsorship isn’t available for this role).

🙌 What’s in it for you

💰£24,750 - £29,625 ➕ share options.

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

📚 £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

• Recruiter Call

• Interview with the Team

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll close this role 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

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 😊