Atom bank
Welcome to the UK’s first bank built for mobile, that’s taking on the establishment. Mobile only, customer first.
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 will your typical day look like? Different that’s for sure…
Atom’s Customer Care team play a leading role in our Customer Support journey, through their complaints handling, vulnerable customer support, bereavement support adhering to regulations whilst providing best in class customer service. We are hiring a Customer Care & Vulnerability Manager to coach and manage this team to high performance.
As Customer Care & Vulnerability manager you’ll nurture and create an empowered & capable team to complete a broad range of tasks to high standards, focusing on the quality of outcomes through regular coaching and quality checks. Customer centricity is at the forefront of this role and team as they review customer circumstances and to deliver fair, balanced & consistent outcomes.
In this role you’ll use your leadership, organisation & planning skills to drive performance to meet agreed SLA’s whilst also identifying & leading ways to improve how our processes are engineered. To achieve this you’ll need to up to date with relevant regulation and best practices in industry initiatives to support vulnerable customers.
This role requires 2 days per week in our Durham Office.
You will:
- Support the development of Atom’s complaints and vulnerable customer strategy.
- Be responsible for the creation and documentation of processes and procedures that deliver the commitments and standards.
- Develop and champion understanding of the root causes behind complaints, ensuring articulation supports and influences business decisions.
- Actively manage and maintain an overview of Atom’s complaints to co-ordinate investigation and resolution within required timescales.
- Ensure Atom is managing bereavement within our customer base in an empathetic and compliant manner.
- Support the continued implementation and embedding of vulnerable customer initiatives across the business.
- Be accountable for the effectiveness of MI relating to vulnerable customers & complaint handling and performance against SLA’s.
- Be the SME for complaints, vulnerability, and bereavement.
- Ensure work requests relating to vulnerable customers, complaints and bereavement are fully understood and prioritised appropriately.
- Support the design and delivery of training/knowledge sharing relating to vulnerable customers, complaints, and bereavement.
What do we need from you?
- Strong complaints handling experience within Banking or Building Societies
- Experience & knowledge of vulnerable customer best practice
- Demonstrable leadership capabilities, where you’ve inspired and transformed a team.
- People leadership capabilities, in particular non-directive coaching methods.
- Be innovative – you look for ways to improve the team and processes.
- Resilient, with a ‘can do’ attitude.
- High energy – you flourish in fast paced, dynamic environments.
- Customer centric approach.
What you’ll get from us?
- Flexible Hybrid & working 4-day work week
- Annual Share Option – 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
- 22.5 days annual leave plus public holidays
- Private Medical Insurance for you and your full family