Atom Bank

1.0

10 Jul 2021

Customer support agent

Recommend

CEO approval

Business outlook

Pros

Can’t think of any pros to working at Atom.

Cons

• Terrible management who lie to CSA’s constantly. •No career progression, you need to jump through hoops to get something you deserve and have worked for but make ‘exceptions’ going outside the policy for certain individuals. If you have a policy, stick by it. • HR are utterly useless, you will need to wait a month to get a simple reply and then they still don’t solve the issue. •HR department need some actual training to actually deal with employees issues •Emails for social events and late starts are sent to everyone with a ‘please note’ attached disregarding all contact Center workers. These emails are sent to all front line workers knowing we can’t attend any of these social events. •Contact Center staff and highly underpaid and under appreciated by all parts of the business. •Other departments are rude to contact Center workers and put their workload on the Skelton staff • The tech team and unable to solve any app issues and the business just focus on reviews and new products instead of fixing the actual issues with their app. •During busy periods management add a ridiculous amount of unneeded stress onto CSA’s. We are constantly told how my calls are queuing even though they know everyone is busy. •If Atom sort their issues out everyone in the contact Center won’t be depressed. Contact Center works need more appreciation and support. •There is a reason half the contact Center has left, including people who have worked their for 3+ years. •There is far too much unneeded stress put on CSA’s. •We had a feedback form sent every month which was anonymous and we could put our comments about work on. But when we did management would add comments disregarding what issues were brought up and did nothing about the issues raised.

Atom Bank Response

Hi there, Thanks for taking the time to leave a review on your time working at Atom bank. We’re sorry to hear you didn’t feel like your time at Atom was a positive experience. We want Atom to be inclusive place. Our policies and processes are all employee centred with a focus on experience. This includes our social events, parties and downtime. All Atom employees are invited to attend social events and, if individuals throughout the business aren't able to attend due to speaking with our customers, we will provide an alternative at a suitable time or the team and individuals can take some time back to celebrate or socialise. Everyone contributes to Atom and everyone is included when we socialise. We do pride ourselves on internal progression and movement within the business. In the last 2 years we’ve promoted 93 people in our team on a permanent basis and we have had 42 people take up a secondment. Out of all of those making career moves, 21 came from our fantastic Customer Support team. We benchmark all of our roles against industry data and we also have a Career Pathway place for our CSA team which increases salary in line with individual development. We’re sorry to hear you feel your issues weren’t addressed. We do encourage all individuals to have regular open and honest conversations with their Line Coach who will address any concerns when raised or provide the support needed in development and progression. We’re a small team at Atom and that includes our People Experience team. Our HR team is CIPD qualified and all are Mental Health FIrst Aid trained ensuring that team members are qualified in dealing with all aspects of people support in employment, mental health and wellbeing. The team also works with outside agencies in providing additional support to employees where needed. We’re sorry you feel you didn’t get the support you required from the team. Thank you for your contribution to our team in your time at Atom. We wish you the best of luck in your future.

AVOID - Customer Support Agent Atom Bank Employee Review

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