Customer Support Agent - Atom Bank : Job Details

We’re Atom…

We’re not like the rest. We’re true innovators, and we’re redefining what a bank should be. Ours is a bank for today and the future, a mobile-first bank. Forget the stuffy branches, with Atom you can bank whenever, wherever, faster, and simpler.

Could you be the next innovator to join us?

What’s the process?

• Applications Close on 4th April 2025
• If successful, you'll be invited to our In-Person Assessment Centres taking place in Durham between April 10th- April 15th
• Start Date for this role is 19th May 2025

Here's the plan:

• In-Person Training: Your journey starts with a comprehensive 7-week training programme at our current headquarters in Durham. Where you’ll be taught all you need to know to become an Atom CSA.
• Hybrid Working: As we transition to our new Newcastle office, there will be a period after completing training, where you’ll work from home & our Durham HQ.
• New Office, in Newcastle: Once the new office is ready, you'll join us in Newcastle city centre, enjoying a vibrant and modern workspace and continue to follow a hybrid working model.

Important: Please only apply if you can:

• Commute to Durham for the initial 7 weeks of training
• Work on a Hybrid basis from Home & at our Durham HQ.
• Work from our Newcastle office on a permanent basis from September.

What’s it all about?

Operations is the beating heart of Atom, it’s where we have the most contact with our fantastic customers and where we can ensure we’re truly offering the best possible customer service. The Operations team consists of: Originations, Customer Support, Operational Effectiveness, Payments, Fraud, Reconciliations and Customer Administration.

Our Customer Support team (CSAs) are the first point of contact for all of Atom Customers and are pivotal in Atom ensuring it keeps its mission as being the most Customer Centric bank on the planet. The Customer Support team is at the centre of the business and as such, our CSAs are essential in capturing the voice of the customer to support the business in implementing change and making our overall proposition stronger and easier for customers.

What you'll do:

• Own every interaction: Take charge of customer queries and find the right solutions, leaving them delighted.
• Deliver world-class service: Go above and beyond to provide exceptional support that keeps our customers smiling.
• Be a change champion: Embrace new ideas and help us improve our products and services.
• Become an Atom expert: Master our products and services to provide accurate and helpful guidance.
• Share your knowledge: Contribute to the team's success with your insights and ideas.
• Grow and develop: Take ownership of your learning and continuously improve your skills

What do we need from you?

• Excellent customer service skills.
• Exceptional organisation skills - and the ability to follow through on actions.
• Excellent communication skills both written and oral.
• Be a great team player.
• Thinks through consequences of actions and can present clear rationale for resolutions.
• Able to negotiate effectively and handle difficult and confrontational situations.
• Be fluent with technology i.e., laptop/desktop software and Mobile device.

What’s in it for you?

• £22,530.30 per annum, with progression opportunities on a career pathway.
• Working hours are between 8am-8pm, Monday - Sunday with a Four day working week & varied shift pattern.
• Flexible and hybrid working environment.
• Annual Share Option Scheme - performance related
• Incredibly generous company pension scheme (maximum of 13% of Atom input - candidate can put in more)
• 'All About Me’ fund: £200 per year to spend on personal development.
• 22.5 days holiday plus public holidays
• Private Medical Insurance, Health Cash Plan, Life Insurance & Critical Illness Cover