Card Acquiring, Business Banking Customer Operations Advisor
Cardiff, London or Remote (UK)
Overview
We’re waving goodbye to the complicated and confusing ways of traditional banking.
With our hot coral cards and get-paid-early feature, combined with financial education on social media and 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.
Our Business Banking Card Acquiring Team will be looking for 4 Customer Operations Advisors to take on this Card Acquiring role. The key focus for all of our Customer Operations Advisors is to provide a magician standard of service to our customers and help shape what great looks like for Card Acquiring at Monzo.
Responsibilities
* Staffing escalation channels (both internal and cross‑domain)
* Delivering magician‑standard support across calls, chat, and email
* Handling Card Acquiring queries, including chargebacks, disputes, and terminal issues
* Acting as a subject matter expert, owning problems from start to finish
* Working closely with third‑party providers (e.g. Adyen)
* Supporting businesses through complex situations (e.g. insolvency, transitions)
* Take ownership of merchant relationships, helping them get value from Monzo and stay with us
* Helping with onboarding and shadowing for new COps
* Providing live support coverage to keep day‑to‑day operations running smoothly
* Identifying trends, improving processes, and maintaining data quality
* Carrying out QA and remediation to ensure the right customer outcomes
* Managing audit requests and supporting compliance obligations
* Supporting callbacks and customer follow‑ups
* Leading or contributing to projects and improving how we operate during the pilot
* Providing feedback to peers and supporting development across the team
* You are passionate about delivering outstanding customer experience and supporting your peers
* You have strong business banking knowledge
* You’re confident handling complex and high‑pressure situations
* You are comfortable working across calls, chat, and email
* You can spot inefficiencies and suggest and implement improvements
* You are proactive, flexible, and comfortable working in a pilot environment where processes may evolve
Experience Required
* Experience in Card Acquiring / merchant services
* Experience working with card acquiring providers
* Understanding of merchant lifecycles (onboarding to offboarding)
Nice to Have
* Experience handling chargebacks and disputes
Working Hours and Shift Requirements
* Working hours – 37.5 hours per week on a fixed, rota‑based shift pattern (set in line with business needs), including Bank Holidays on a rotational basis; shifts fall between 6am – 10pm, with two full weekends and at least one additional partial weekend off every six weeks
* Start date – Monday 30th August 2026; you will need to be available for 8 weeks from this date with no holidays, appointments or clashes during training (Monday – Friday, 9am – 5:30pm all remote)
* We will guarantee time off on your birthday, provided you have enough holiday balance
Benefits
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 set‑up.
Equal Opportunities
Equal opportunities for everyone. Diversity and inclusion are a priority; we’re embracing diversity and fostering an inclusive environment for all people.
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, veteran, neurodiversity or disability status.
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