Customer Support Agent

Atom bank; Newcastle upon Tyne; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

4-Day Week (34 hours)

Hybrid/WFH options

No late nights

7 weeks onsite training

Discretionary bonus

Generous pension

Private medical insurance

Life insurance

Health cash plan

Vacation: 22.5 days + holidays

Personal development fund

Job summary

Atom is a mobile-first bank redefining the industry, with a Customer Support team at the heart of its operations. The Newcastle-based role offers a 4-day work week (34 hours) with hybrid/works-from-home options and a 7-week onsite training program to get you up to speed.

You’ll own customer interactions, capture feedback for product improvements, and grow into broader roles across the business as you develop your Atom expertise and career.

Qualifications

• Outstanding customer service skills with clear written and verbal communication.
• Logical approach to resolving complex or delicate customer situations effectively.
• Confidence navigating desktop software, internal systems, and mobile platforms.
• Great organisational skills, attention to detail, and the ambition to grow within Atom.
• Be available for 7 weeks of training (paid) on site at our Newcastle office Mon-Thurs.

Responsibilities

• Own Every Interaction: Take charge of customer queries, solve problems, and deliver world-class service.
• Be the Voice of the Customer: Capture feedback to help the business improve services.
• Become an Atom Expert: Master our digital app and financial solutions to provide guidance.
• Drive Your Growth: Develop while collaborating with a high-performing team.

Skills

Customer service

Communication

Problem solving

Organisation

Growth mindset

Tools

Desktop software

Internal systems

Mobile platforms

Job description

We're Atom...

Forget Everything You Know About Working in a Contact Centre.

At Atom, we are not like the rest. We are a mobile-first bank redefining the industry, and our Customer Support team is the beating heart of our operations.

We know standard contact centre roles often come with anti-social shifts, low hourly pay, and limited progression. We do things differently. We have built this role around true work-life balance, competitive compensation, and a clear path for business-wide internal growth.

• Salary: £25,000 per annum ( £14.14/hr) + Discretionary Cash Bonus
• Hours: 34 hours per week | 4-Day Working Week (Only 1 weekend in 5)
• Shift Window: Between 8:00am - 8:00pm (No late nights)
• Location: Newcastle City Centre (Just behind the train station) | Hybrid / WFH options
• Training: 7 weeks of comprehensive interactive training onsite at Atom HQ.

What You'll Do:

• Own Every Interaction: Take charge of customer queries, solve problems, and deliver world-class service that keeps our customers smiling.
• Be the Voice of the Customer: Capture customer feedback to help our broader business implement meaningful changes and strengthen our services.
• Become an Atom Expert: Master our digital app and financial solutions to provide accurate, effortless guidance.
• Drive Your Growth: Take ownership of your development while collaborating with a high-performing team.

Why Work at Atom?

• 4-Day Work Week (34 Hours): Work full-time hours across just 4 days, giving you 3 full days off every single week.
• Only 1 Weekend in 5: Our 5-week rotating shift pattern means 80% of your weekends are completely yours to enjoy.
• No Late Nights: All shifts fall strictly within an 8:00am to 8:00pm window - no overnight or anti-social late shifts.
• 7 Weeks Onsite Training: You'll be fully set up for success with 7 weeks of interactive, hands-on training onsite at our Newcastle office.
• A Real Career Launchpad: Customer Support is our primary talent pipeline. Once established in your role, you'll have direct opportunities to apply for roles across the wider business - joining many team members who have stepped into specialised departments and thrived.
• Prime Location & Hybrid Flexibility: Enjoy a blend of working from home and collaborating in our modern office located directly behind Newcastle train station, making public transport commutes effortless.
• Discretionary Bonus & Great Benefits: Cash bonus of up to 10% of your annual salary based on individual and company performance, plus an exceptionally generous company pension scheme (up to 13% employer contribution).
• Comprehensive Package: Private Medical Insurance, Health Cash Plan, Life Insurance, Critical Illness Cover, 22.5 days holiday (plus public holidays), and a £200 annual 'All About Me' personal development fund.

What We Need From You:

• Outstanding customer service skills with clear written and verbal communication.
• A logical approach to resolving complex or delicate customer situations effectively.
• Confidence navigating desktop software, internal systems, and mobile platforms.
• Great organisational skills, attention to detail, and the ambition to grow within Atom.
• Be available for 7 weeks of training (paid) on site at our Newcastle office Mon-Thurs

Please note, as a regulated business we perform enhanced pre-employment checks, including Standard DBS, Proof of ID & Right to Work, Occupation History, Adverse Credit & Fraud checks.