At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer support in a fast-paced environment.
- Company: Join Atom bank, a forward-thinking bank revolutionising finance for customers.
- Benefits: Enjoy a 4-day work week, generous pension, and personal development fund.
- Other info: Flexible, inclusive workplace with opportunities for growth and impact.
- Why this job: Be part of a mission to make banking simpler and more human.
- Qualifications: Experience in contact centres and proven leadership skills required.
The predicted salary is between 36000 - 60000 £ per year.
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.
Customer Support Team Leader in Newcastle upon Tyne employer: Atom Bank
At Atom bank, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Customer Support Team Leader, you will benefit from a unique 4-day work week, generous pension contributions, and a dedicated personal development fund, all while leading a passionate team in a fast-paced, digital-first environment. Join us in redefining banking and enjoy the opportunity for personal growth and meaningful impact in your role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Leader in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Atom Bank. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Atom Bank before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Team Leader in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Atom Bank:Your cover letter is your chance to shine! Tell us why you want to work at Atom Bank specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Atom Bank!
How to prepare for a job interview at Atom Bank
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
