Customer Support Agent Job in Durham, County Durham

Customer Support Agent Job in Durham, County Durham. Apply for the latest Durham, County Durham jobs in Accounting/Financial/Insurance.

Customer Support Agent Job in Durham, County Durham

Job Description
We’re Atom…
The bank that’s leading the fintech charge.
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, we’re committed to bringing world-class career opportunities and developing a strong tech culture in the North East. Our team currently has over 460 brilliant people and is still growing; could you be the next innovator to join us?
What’s it all about?
It’s important that everyone in our team has drive, passion, enthusiasm, and a genuine interest in changing the banking industry as well as providing exceptional customer service.
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 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.
What’s the Process?
– If your application is successful, you'll be invited to remote interviews which are taking place w/c 31st October
– Start date for this role is 12th December
– Training will be on-site for 8 weeks
– Working hours are between 8am-8pm
What will your typical day look like? Different that’s for sure…
As a Customer Support Agent at Atom bank, your responsibilities will include:
* To take ownership & accountability for providing our customers with the correct solution to help resolve their query
* To ensure world class customer service standards are always delivered
* Demonstrating empathy by consistently seeing the customers point of view
* Supporting & embracing change with a positive ‘can do’ approach
* To take on board all relevant training and demonstrate a comprehensive understanding of Atom products and services
* To proactively contribute to the success of the team by sharing knowledge and ideas
* To take ownership and always look for areas of improvement and self-development
* To demonstrate and deliver exceptional problem solving and troubleshooting skills
* To proactively act on feedback from customers to ensure that we continue to improve the customer experience
* To perform against key customer efficiency measures to give our customers the best experience.
What do we need from you?
* Exceptional organisational skills – and the ability to follow through on actions agreed
* A proven ability to adapt to a fast paced and continually changing environment
* Desire to work with a team and learn from other team members
* Good problem-solving skills
* Thinks through consequences of actions and can present clear rationale for decision making
* Able to negotiate effectively and handle difficult and confrontational situations
* Flexible and Enthusiastic
* Excellent communication skills both written and oral
* Excellent customer service skills
* Be fluent with technology i.e., laptop / desktop software and Mobile devices.
What’s in it for you?
* £20,000 per annum, with progression opportunities
* 4 day working week
* Annual Share Option – performance related
* Incredibly generous company pension scheme (maximum of 13% of Atom input, you can put in more)
* "All About Me’ fund: £200 per year to spend on personal development
* 25 days holiday + 8 statutory days
* Private Medical Insurance for you and full family
* Health Cash Plan, Critical Illness Cover & Life Insurance
* Cycle to work Scheme
* Continuous development – professional qualifications and access to career pathways

Job Type: Permanent, Full Time
Location: Durham, County Durham
Category: Accounting/Financial/Insurance
City: Durham
County: County Durham
Country: United Kingdom
Salary: £20000/annum
Benefits: