Customer Support Agent

Atom Bank; Newcastle upon Tyne; Hybrid; GBP 25,000; Full time

Job summary

A leading mobile-first bank is seeking dedicated Customer Support Agents to enhance customer satisfaction. Responsibilities include resolving customer queries, delivering exceptional service, and contributing ideas for product improvements. Ideal candidates will possess strong organizational and communication skills, be technology-friendly, and thrive in team dynamics. The role offers a competitive salary of £25,000 per annum along with flexible working arrangements and various benefits, including performance bonuses and a generous pension scheme.

Benefits

Annual bonus up to 10%

Flexible working environment

Private Medical Insurance

Generous pension scheme

Qualifications

• Ability to follow through on actions with exceptional organization.
• Strong written and oral communication skills are essential.
• Must effectively handle confrontational situations.

Responsibilities

• Own every customer interaction and resolve queries satisfactorily.
• Deliver exceptional customer service that keeps clients satisfied.
• Help improve products and services by embracing new ideas.

Skills

Exceptional organisation skills

Excellent communication skills

Team player

Negotiation skills

Fluent with technology

Job description

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.

Could you be the next innovator to join us?

What’s the process?

• Applications Close on December 31st 2025.
• Start Date for this role is Monday 16th February 2026.
• You’ll take part in 6 weeks of training in our office before going live in role.
• Offer of employment is conditional upon the successful completion of our background vetting process. Please note that candidates with an adverse credit history or active CCJs will not be eligible for this role.

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.

What you’ll be doing:

• Own every interaction: Take charge of customer queries and find the right solutions, leaving them delighted.
• Deliver world-class service: Go above and beyond to provide exceptional support that keeps our customers smiling.
• Be a change champion: Embrace new ideas and help us improve our products and services.
• Become an Atom expert: Master our products and services to provide accurate and helpful guidance.
• Share your knowledge: Contribute to the team’s success with your insights and ideas.
• Grow and develop: Take ownership of your learning and continuously improve your skills

What do we need from you?

• 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 you’ll get from us:

• £25,000 per annum, with progression opportunities on a career pathway.
• Working hours are between 8am-8pm, Monday – Sunday with a Four day working week & varied shift pattern.
• Flexible and hybrid working environment.
• Annual bonus up to 10% – 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.
• Private Medical Insurance, Health Cash Plan, Life Insurance & Critical Illness Cover

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.

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