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- Tasks: Deliver exceptional customer service and support savings operations in a dynamic team.
- Company: Join a high-performing specialist bank with a focus on customer satisfaction.
- Benefits: Competitive pay, annual bonus, private medical insurance, and 25 days leave.
- Why this job: Make a real impact by helping customers navigate their savings journey.
- Qualifications: Experience in customer service, strong communication skills, and a proactive mindset.
- Other info: Enjoy hybrid working, study support, and a commitment to mental health and wellbeing.
The predicted salary is between 30000 - 40000 £ per year.
📍 Location: Birmingham
🕘 Hours: Monday to Friday, 9:00am–5:30pm
🔄 Working Pattern: Hybrid (50/50)
👤 Reports to: Customer Service Team Leader
🏦 Department: Savings Operations
🔍 About the Role
We’re looking for a passionate and customer-focused Customer Service Officer to join our dynamic Savings Operations team. You’ll be the voice of HTB, delivering exceptional service to our savings customers and ensuring smooth, accurate processing across all touchpoints.
💼 Key Responsibilities
- Handling inbound and outbound customer queries via phone, email and secure message
- Managing customer calls to agreed service standards
- Identifying customer needs and delivering appropriate solutions
- Supporting customers with online banking registration and usage
- Updating customer records and maintaining accurate account information
- Opening and closing accounts, processing payments and handling KYC checks
- Producing customer correspondence of a high standard
- Identifying vulnerable customers and ensuring appropriate support is provided
- Handling and resolving customer complaints where possible, escalating where necessary
- Supporting process improvements across the team
- Maintaining confidentiality and complying with internal policies, Consumer Duty and risk frameworks
🎯 What We’re Looking For
- Proven experience in customer service, ideally in financial services
- Strong communication and interpersonal skills
- Understanding of Consumer Duty, Treating Customers Fairly, and vulnerable customer needs
- Familiarity with banking/CRM systems and Microsoft Office
- Knowledge of savings products is a plus
- A proactive, detail-oriented, and adaptable mindset
- Ability to thrive in a fast-paced, team-driven environment
🎁 Benefits
- Competitive remuneration
- Discretionary annual bonus
- Annual pay review
- Private Medical Insurance (Bupa)
- Mental health & wellbeing support via YuLife & Bupa
- 25 days annual leave (increasing with service) + Holiday Buy Scheme
- Cycle to Work Scheme & Green Car Scheme
- Enhanced family leave policies
- Study support & professional membership
- Hybrid working (50/50)
- YuLife Rewards – discounts on retail, lifestyle & experiences
- Pension scheme – 8% employer contribution (non-contributory)
- Interest-free season ticket loan
- Annual volunteering day & Net Zero employer commitment
If you’re ready to take the next step in your finance career and contribute to a high-performing specialist bank, we’d love to hear from you.
Customer Service Officer - Birmingham (12-months FTC) employer: Hampshire Trust Bank
Contact Detail:
Hampshire Trust Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Officer - Birmingham (12-months FTC)
✨Tip Number 1
Get to know the company! Research HTB and its values, especially around customer service and financial products. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries, it’s crucial to articulate your thoughts clearly. Try role-playing with a friend or family member to simulate customer interactions and get comfortable with different scenarios.
✨Tip Number 3
Showcase your problem-solving abilities! Think of examples from your past experiences where you’ve successfully resolved customer issues. Be ready to share these stories during your interview to demonstrate your proactive mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Good luck!
We think you need these skills to ace Customer Service Officer - Birmingham (12-months FTC)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Officer role. Highlight your experience in customer service, especially in financial services, and show us how you meet the key responsibilities listed in the job description.
Showcase Your Communication Skills: Since strong communication is key for this role, use clear and concise language in your application. Give examples of how you've effectively handled customer queries or complaints in the past to demonstrate your interpersonal skills.
Highlight Relevant Experience: Don’t forget to mention any familiarity with banking or CRM systems, as well as your understanding of Consumer Duty and Treating Customers Fairly. This will help us see that you’re a great fit for our Savings Operations team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process!
How to prepare for a job interview at Hampshire Trust Bank
✨Know Your Customer Service Basics
Brush up on your customer service principles, especially in the financial sector. Be ready to discuss how you’ve handled customer queries and complaints in the past, as this role is all about delivering exceptional service.
✨Familiarise Yourself with Relevant Regulations
Understanding Consumer Duty and Treating Customers Fairly is crucial for this position. Make sure you can explain these concepts and how they apply to customer interactions, as it shows you’re serious about compliance and customer care.
✨Show Off Your Communication Skills
Since you'll be the voice of HTB, practice articulating your thoughts clearly and confidently. Prepare examples of how you've effectively communicated with customers, especially in challenging situations, to demonstrate your interpersonal skills.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle specific customer situations, such as dealing with a complaint or assisting a vulnerable customer, and be ready to share your thought process.