Customer Care and Vulnerability Manager

Location Durham
Contract Type Permanent
Hours Full-Time

We’re Atom…

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?

Want to join us?

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.

What will you be doing?

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’s in it for you?

  • Flexible Hybrid & Remote 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
  • Enhanced Parental leave
  • Private Medical Insurance for you and your full family
  • Health Cash Plan – expenses paid on Optical/Dental/other appointments/treatments
  • Life Insurance – 4 times annual salary
  • Critical illness cover – 1 x lump sum annual salary.

PLEASE NOTE: You must have the legal right to work in the UK to apply for this role as Atom bank are 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.

The legal bit.

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