The role in summary
If you are passionate about delivering excellent customer experience and want to be part of a team focused on operational excellence, then come and be a part of a great team at the forefront of online banking solutions.
As an entry level position, this role would suit someone with some level of customer service experience, ideally gained through written communication.
Our team handle all first line inbound customer communications through email, tickets and messaging service via our chatbot. Your role would be to support the customer enquiry and find a speedy solution delivered with care and empathy.
Over the past 12 months the team has evolved to become more efficient whilst building a much stronger customer experience, evidenced in our Trust Pilot scores.
Working Pattern; we can offer several shift patterns;
Monday to Friday, (9-5pm) 37.5hours
Wednesday to Sunday; (12 noon to 8pm) 37.5hours or part time hours covering part of this timeframe
(Select your preference in our application process)
What’s in it for you?
Competitive basic salary
Holidays – 25 days from start, increasing with every complete year to reach max of 30 (+ Bank Holidays)
Healthcare Cash Plan
Perkbox, with gifted Flexi-Points every month
Life Assurance
Salary Exchange Pension Scheme
Company Sick Pay
Employee Assistance Programme
Enhanced family policies
Additional paid time off on your Birthday
Flexible working arrangements – 3 days office based
Typically you will gain exposure to:
- Being a first line support agent (to both consumers and businesses), receiving and triaging incoming queries through emails, tickets and general requests.
- How to troubleshoot and resolve common technical issues, escalating more complex problems when necessary.
- Collaboration with internal teams to develop and provide solutions to client queries and issues.
- Ensure that accurate documentation of incidents, queries, and resolutions in our ticketing system is maintained
There may be occasions where you are able to provide input during product testing and release phases, reporting bugs and assisting in follow-up for resolution, as well as contributing to service improvement initiatives by sharing insights from user feedback and common support trends. And to offer support in the completion of reasonable tasks in other areas or departments when needed
Your profile:
- Able to work as part of a team and on your own initiative
- Exceptional written communication – as currently customer interaction is non-verbal
- Able to cope with a fast-paced environment
- The ability to look for ways to improve and promote quality
- The ability to set and achieve challenging goals
- A can-do attitude, proactive and problem solving in nature
About us
We’re a lively, diverse and international team, based across offices in London, Newcastle and remote teams in central Europe. You’ll be joining a team that fosters curiosity, ambition, accountability, and resilience and we know you’ll be made to feel at home straight away. Based in Newcastle City Centre, the role would offer some flexibility to work remotely in line with business needs.
Founded in 2014, Pockit offers digital accounts via a mobile app, with the ambition to “build a better banking alternative for customers left behind by high-street banks”. Our app enables users to store and spend money through a prepaid card, manage their finances and send money in the UK and abroad.
Already serving over 900,000 customers throughout the UK, Pockit's no-fuss current account offers everything you’d expect from a bank, like contactless Mastercard®, domestic and international transfers, direct debits, ability to pay in with cash at “virtual” branches, and lots more.
Pockit helps to change a person’s relationship with their money for the better. Whether it’s by making shopping easy, rewarding and stress free with Apple and Google Pay support, 1% cashback and automatic purchase protection or by helping people be paid early so they can stay in black at the end of the month. What’s more, Pockit helps you build for the future by making credit building easy.
Following the acquisition of Monese in December 2024, the business is on a trajectory of growth as the two organisations harmonise and integrate in both the UK and across Europe.