[Hiring] Customer Service Agent @Pockit
Apr 09, 2025 - Pockit is hiring a remote Customer Service Agent. đź’¸ Salary: competitive basic salary. đź“ŤLocation: UK.
Role Description
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.
- Support the customer enquiry and find a speedy solution delivered with care and empathy.
- Handle all first line inbound customer communications through email, tickets and messaging service via our chatbot.
- Contribute to a much stronger customer experience, evidenced in our Trust Pilot scores.
Working Pattern
- Monday to Friday, (9-5pm) 37.5 hours
- Wednesday to Sunday; (12 noon to 8pm) 37.5 hours or part time hours covering part of this timeframe
Benefits
- 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
Qualifications
- 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
Typical Exposure
- 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.
- Provide input during product testing and release phases, reporting bugs and assisting in follow-up for resolution.
- Contribute to service improvement initiatives by sharing insights from user feedback and common support trends.
- Offer support in the completion of reasonable tasks in other areas or departments when needed.
Company Description
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.
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”.
- 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.
- 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.
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| đź“Ť | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
competitive basic salary
|
Remote
Location
UK
|
|
Job Type
full-time
|
Posted
Apr 09, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
