At a Glance
- 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, private medical insurance, mental health support, and hybrid working.
- Other info: Enjoy 25 days annual leave, study support, and excellent career growth opportunities.
- 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.
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 employer: Hampshire Trust Bank
At HTB, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Birmingham that fosters growth and development. Our hybrid working model, competitive benefits including private medical insurance and a generous annual leave policy, alongside our commitment to employee wellbeing, make us an attractive choice for those seeking a fulfilling career in customer service within the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer - Birmingham
✨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
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved customer issues. Be ready to share these stories during your interview to demonstrate your proactive mindset and adaptability.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining our dynamic Savings Operations team. Let’s get you started on this exciting journey!
We think you need these skills to ace Customer Service Officer - Birmingham
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. We want to see how you can convey information effectively, so don’t hesitate to demonstrate your interpersonal skills through examples.
Highlight Relevant Experience:If you've worked with banking or CRM systems before, make sure to mention it! We’re looking for someone who understands the ins and outs of customer service in a financial context, so any relevant experience will help you stand out.
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’re considered for the role. Plus, it shows us you’re keen on joining our team!
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 Banking Products
Since knowledge of savings products is a plus, take some time to research common savings accounts and their features. This will help you answer questions confidently and show your genuine interest in the role.
✨Demonstrate Your Communication Skills
Practice articulating your thoughts clearly and concisely. You’ll need to showcase your strong communication skills during the interview, so consider doing mock interviews with friends or family to refine your delivery.
✨Show Your Adaptability
This role requires a proactive and adaptable mindset. Prepare examples from your previous experience where you’ve had to adjust quickly to changes or challenges, highlighting your ability to thrive in a fast-paced environment.
