Business Banking Customer Operations Advisor

⭐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 - 9:30 pm 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).