The bank will offer current account, savings accounts, lending and mortgage products for both retail and business banking. As a digital bank, the majority of customer interaction will be self-serviced by the customer, however, customers will have the facility to contact the bank through phone, e-mail, video or webchat to be able to gain assistance whether that is "How to" complete an application or whether they have a technical problem in accessing their account.
The Business Banking Support Team in Atom will run all day every day of the year and a shift pattern will be in operation to support this. This role will lead the Business Banking support team.
The Manager will be responsible for establishing their Business Banking customer support team, and support the development of process, procedures and controls to build an efficient, effective and compliant operation.
The Manager will be responsible for delivering outstanding performance from their team. Building an energetic, empowered and capable team, that delivers against all KPI’s. The role holder will be responsible for working with their team to identify and implement process change to improve the customer experience/improve controls/ensure compliance of the team’s output.
The role holder will work alongside the Team Leaders for front office Customer Support Center and the Banking Operations team, reporting to the Head of Securities and Business Banking Support.
Operational Leadership of a customer support team
Performance management and development of their team members
Delivering communications to the team to ensure that they are fully engaged
Manages, motivates and develops the departmental team to ensure they have the capability to deliver the objectives set for the department.
Recruits, trains and develops colleagues within the department to build capability.
Ensuring the team comply with internal controls and external regulations
Continually reviewing team performance and pro-actively respond to changes in customer demand.
Takes decisions within the limits of the established policies and procedural guidelines, but also recommends changes to policies and procedures where appropriate.
Responds to escalated internal and/or external enquiries, working with stakeholders to establish the most appropriate solution available.
Proven and demonstrable experience in a customer support role
Proven and demonstrable experience in a leadership role
Proven experience (minimum of 5 years) in Business Banking role
Good knowledge of processes and procedures within a Business Banking context and ability to translate knowledge and ?experience into recommendations
Requires sound knowledge of how the business works and experience of integrating business support processes into the wider business.
Flexible, adaptable, ability to respond to change
People management capabilities
A strong communicator
Initiative, self-motivation and discipline
Process design experience
Key Performance Indicators:
Treating Customer Fairly, Conduct Risk and Compliance
Quality: Achieve agreed quality target
Productivity: Achieve agreed productivity output
Contact wait times
First contact resolution
£40,000-£45,000 (Salary dependent upon experience)
Atom are going to be the UK's first digital only bank!!