At a Glance
- Tasks: Deliver exceptional customer service through email and chat, solving queries with care.
- Company: Join Pockit, a dynamic team revolutionising online banking solutions.
- Benefits: Enjoy competitive salary, 25+ holidays, healthcare plan, and flexible working options.
- Other info: Flexible shifts available and opportunities for career growth in a supportive environment.
- Why this job: Be part of a vibrant team making banking accessible for everyone.
- Qualifications: Customer service experience and strong written communication skills required.
The predicted salary is between 25000 - 32000 € per year.
The role in summary: If you are passionate about delivering excellent customer experience and want to be part of a team focused on operational excellence, then come and be a part of a great team at the forefront of online banking solutions. As an entry level position, this role would suit someone with some level of customer service experience, ideally gained through written communication. Our team handle all first line inbound customer communications through email, tickets and messaging service via our chatbot. Your role would be to support the customer enquiry and find a speedy solution delivered with care and empathy.
Over the past 12 months the team has evolved to become more efficient whilst building a much stronger customer experience, evidenced in our Trust Pilot scores.
Working Pattern: we can offer several shift patterns; Monday to Friday, (9-5pm) 37.5 hours, Wednesday to Sunday; (12 noon to 8pm) 37.5 hours or part time hours covering part of this timeframe (Select your preference in our application process).
What’s in it for you?
- Competitive basic salary
- Holidays – 25 days from start, increasing with every complete year to reach max of 30 (+ Bank Holidays)
- Healthcare Cash Plan
- Perkbox, with gifted Flexi-Points every month
- Life Assurance
- Salary Exchange Pension Scheme
- Company Sick Pay
- Employee Assistance Programme
- Enhanced family policies
- Additional paid time off on your Birthday
- Flexible working arrangements – 3 days office based
Typically you will gain exposure to:
- Being a first line support agent (to both consumers and businesses), receiving and triaging incoming queries through emails, tickets and general requests.
- How to troubleshoot and resolve common technical issues, escalating more complex problems when necessary.
- Collaboration with internal teams to develop and provide solutions to client queries and issues.
- Ensure that accurate documentation of incidents, queries, and resolutions in our ticketing system is maintained.
There may be occasions where you are able to provide input during product testing and release phases, reporting bugs and assisting in follow-up for resolution, as well as contributing to service improvement initiatives by sharing insights from user feedback and common support trends. And to offer support in the completion of reasonable tasks in other areas or departments when needed.
Your profile:
- Able to work as part of a team and on your own initiative
- Exceptional written communication – as currently customer interaction is non-verbal
- Able to cope with a fast-paced environment
- The ability to look for ways to improve and promote quality
- The ability to set and achieve challenging goals
- A can-do attitude, proactive and problem solving in nature
About us: We’re a lively, diverse and international team, based across offices in London, Newcastle and remote teams in central Europe. You’ll be joining a team that fosters curiosity, ambition, accountability, and resilience and we know you’ll be made to feel at home straight away. Based in Newcastle City Centre, the role would offer some flexibility to work remotely in line with business needs.
Founded in 2014, Pockit offers digital accounts via a mobile app, with the ambition to “build a better banking alternative for customers left behind by high-street banks”. Our app enables users to store and spend money through a prepaid card, manage their finances and send money in the UK and abroad. Already serving over 900,000 customers throughout the UK, Pockit's no-fuss current account offers everything you’d expect from a bank, like contactless Mastercard®, domestic and international transfers, direct debits, ability to pay in with cash at “virtual” branches, and lots more. Pockit helps to change a person’s relationship with their money for the better. Whether it’s by making shopping easy, rewarding and stress free with Apple and Google Pay support, 1% cashback and automatic purchase protection or by helping people be paid early so they can stay in black at the end of the month. What’s more, Pockit helps you build for the future by making credit building easy. Following the acquisition of Monese in December 2024, the business is on a trajectory of growth as the two organisations harmonise and integrate in both the UK and across Europe.
Customer Service Agent in Newcastle employer: Pockit
Pockit is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary, generous holiday allowance, and a supportive healthcare cash plan. With a vibrant work culture in the heart of Newcastle City Centre, employees enjoy flexible working arrangements and the opportunity to be part of a diverse team dedicated to delivering outstanding customer service in the evolving landscape of online banking. Join us to make a meaningful impact while developing your skills in a fast-paced, innovative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Newcastle
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Pockit and its mission. Understanding their values and what they stand for will help you connect better during the conversation.
✨Tip Number 2
Practice your communication skills! Since this role relies heavily on written communication, try to brush up on your email etiquette and clarity. You could even ask a friend to role-play some customer scenarios with you.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues for customers. This will demonstrate your ability to handle queries effectively and with empathy.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team at Pockit!
We think you need these skills to ace Customer Service Agent in Newcastle
Some tips for your application 🫡
Show Off Your Writing Skills:Since this role is all about written communication, make sure your application showcases your exceptional writing skills. Use clear and concise language, and don’t forget to proofread for any typos or grammatical errors!
Tailor Your Application:Take a moment to tailor your application to the job description. Highlight any relevant customer service experience you have, especially if it involves written communication. We want to see how you can bring your unique skills to our team!
Be Personable:Even though it’s a written application, let your personality shine through! We’re looking for someone who can connect with customers empathetically, so don’t be afraid to show a bit of warmth and enthusiasm in your writing.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s super easy, and you’ll get to select your preferred working pattern right there. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Pockit
✨Know the Company Inside Out
Before your interview, take some time to research Pockit and its mission. Understand their services, values, and recent developments. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Communication Skills
Since the role heavily relies on written communication, practice articulating your thoughts clearly and concisely. Prepare examples from your past experiences where you successfully resolved customer issues through email or chat, highlighting your empathy and problem-solving skills.
✨Prepare for Common Scenarios
Think about potential customer queries you might encounter in this role. Prepare responses for common issues and how you would handle them. This will demonstrate your proactive approach and readiness to tackle challenges head-on.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, training processes, or how success is measured in the role. This shows that you’re not just interested in the job, but also in how you can contribute to the team's success.
