Customer Support Team Leader in Newcastle upon Tyne

We’re Atom bank, the bank that’s on a mission to make finance faster, simpler and way more human. We’ve ditched the stuffy banking model to build something that actually works for our customers, whenever and wherever they need us. To make this happen, we’re looking for like-minded people who can help us reach our goals and think differently. If you’re ready to build the future of banking, we’d love to meet you.

What will your ‘typical’ day look like? Different that’s for sure… At Atom, Operations isn’t just a department; it’s our beating heart. It’s where the magic happens, where we connect with our customers, and where we prove that banking can be better.

As a Customer Support Team Leader, you aren’t just managing a queue; you are leading the front-line ambassadors for our Savings, Mortgages, and Business Lending products. Reporting to the Customer Support Manager, you’ll be the driving force behind a team dedicated to delivering world-class service in a fast-paced, digital-first environment. You will build, coach, and inspire a team of Customer Support Agents to be the best they can be. You’ll ensure our operations are efficient and compliant, but more importantly, you’ll be the architect of a high-performing culture where the customer always comes first.

What you’ll be doing:

• Leading with Impact: Providing operational leadership to ensure your team is engaged, motivated, and delivering against customer-focused KPIs.
• Coaching for Greatness: Using quality assurance and side-by-side coaching to help your team grow. You’ll set the standards for a high-performing culture.
• Driving Change: Identifying and implementing process improvements to make the customer journey smoother and our controls tighter.
• Expert Guidance: Acting as the go-to person for technical support, providing oversight and advice on complex customer queries.
• Strategic Communication: Keeping the team in the loop and fully engaged with the wider Atom mission.

What do we need from you?

• Contact Centre Pro: You have proven and demonstrable experience within a high-energy contact centre environment.
• Proven Leader: You’ve been there and done it; you have a history of success in a leadership role.
• Multi-Channel Master: You’re comfortable leading a team across various platforms—whether it’s phone, chat, or email, you know how to keep the quality consistent.
• Change Ready: You are flexible, adaptable, and have the ability to respond to change at fintech speed.
• Industry Insight: Previous experience within Banking or Financial Services.
• Personal Grit: A resilient nature and the self-motivation to drive your own success.
• Organisation Skills: Excellent time management to balance the demands of a busy front-line team.

What you’ll get from us:

• 4-day work week
• Discretionary Cash Bonus – Individual and Company Performance based.
• 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.
• 22.5 days annual leave plus public holidays
• Private Medical Insurance, Health Cash Plan & Life Insurance
• Electric Vehicle Scheme

PLEASE NOTE: You must have the legal right to work in the UK to apply for this role as Atom is unable to support Visa Applications/Sponsorship. Atom is an equal opportunities employer. We value you as an individual and therefore disregard race, religion/belief, gender, sexual orientation, maternity/pregnancy, age, gender reassignment, marriage/civil partnership and disability in any hiring decisions we make. Atom will always adhere to the Equality Act 2010. All roles within Atom must adhere to the Conduct Rules as set out by the Prudential Regulation Authority (PRA) and Financial Conduct Authority (FCA). As part of Atom bank’s commitment to the FCA’s Consumer Duty, Atom will take all reasonable steps to avoid causing foreseeable harm to customers, take all reasonable steps to enable customers to pursue their financial objectives and act in good faith.