Contact Centre Advisor

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.

Based in Durham in the North East of England, could you be the next innovator to join us?

What’s the process?

• Applications Close on 12th July.
• If successful, you'll be invited to our In-Person Assessment Centres taking place between 12th- 21st July.
• Start Date for this role is 19th August.
• Full Training takes place for 7 Weeks at our Durham HQ.
• Working hours are between 8am-8pm, Monday - Sunday and follow a shift pattern.

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.

The core aim is to provide an exceptional service delivery experience through call ownership, business focussed solutions and technical expertise that delivers customer delight at every contact.

You will:

• Take ownership & accountability for providing our customers with the correct solution to help resolve their query.
• Ensure world class customer service standards are always delivered.
• Support & embrace change with a positive 'can do’ approach.
• Take on board all relevant training of Atom products and services.
• Proactively contribute to the success of the team through knowledge and ideas.
• Take ownership and always look for areas of improvement and self-development.
• Demonstrate and deliver exceptional problem solving and trouble shooting skills.
• Proactively act on feedback from customers to ensure that we continue to improve the customer experience.
• Perform against key customer efficiency measures to give our customers the best experience.

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.
• 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 + 8 statutory days (plus the opportunity to buy extra annual leave)
• Private Medical Insurance, Health Cash Plan, Life Insurance & Critical Illness Cover
• Electric Vehicle Scheme
• Enhanced Parental Leave.