Vulnerable Customer Team Manager

Your day to day;

Our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team is dedicated to ensuring Monzo understands, considers, and advocates for the needs of all our customers—especially those in difficult circumstances. We offer specialist support and tools designed to help those most likely to face challenges with their money.

As a VAIB Team Manager, you’ll lead a team of approximately 12 advisers. You will be responsible for their professional development, providing hands-on coaching and support on complex tasks across both calls and in-app chat. You’ll drive exceptional performance, guide your team through challenging situations, and celebrate their successes. Beyond people management, you'll be the voice of your team, sharing their insights and feedback with leadership to help us build better tools. You’ll play a key role in interviewing and growing the next generation of VAIB specialists.

About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team

You should apply if:

• You have experience managing a team within a fast-paced, regulated world.
• You have a background in Vulnerability and a deep understanding of vulnerable customer needs.
• You’re an empathetic leader who loves seeing people grow. You’re comfortable having honest, supportive conversations to turn underperformance into high performance.
• You’re great at solving problems, prioritising a busy workload, and using data to tell a story.
• You have excellent stakeholder management skills and are confident chairing employee relations cases and making decisions consistent with Monzo’s values.
• You have an understanding that caring for vulnerable customers can bring emotional challenges for your team and therefore you would need to be confident having wellbeing conversations.
• A willingness to develop an in depth knowledge of what your team do day to day to coach with a genuine understanding of their work.
• You’re at home using (or confident in learning) MacOS, Slack, and Google Workspace.

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!

The interview process:

• The application questions
• Recruiter Call - 30 minutes
• Competency-based Values and Role Specific Interview and Coaching Scenario with two of our Operations Managers from VAIB - approx 90 minutes

Your working life and shift requirements

• Hours: 37.5 hours per week, your working hours will stay the same each week.
• Working Pattern: Full weekend coverage - you’ll need to be available to work on Saturday and Sunday each week but we can be flexible with which 2 days are your rest days.
• Training: 8 weeks of full-time training is required initially (Monday – Friday, 9am - 5.30pm).
• We'll guarantee time off on your birthday (if you want it). This will come from your regular holiday balance.

What’s in it for you:

• 📚Learning budget of £1,000 a year for books, training courses and conferences
• ➕And much more, see our full list of benefits