Reports to: Customer Service Team Leader
Department: Savings Operations
Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions.
We offer niche specialty lines, as an SME bank, targeting under-served segments. Our dedicated Wholesale Finance, Bridging Finance, Development Finance and Specialist Mortgages teams ensure that businesses receive the outstanding service, lasting relationships, integrity, and expertise they need to prosper.
We also provide savings accounts to individuals and businesses and since we lend to SMEs, our savers can be sure their money will help boost the British economy. Our vision is to be the go-to bank in our chosen markets; to deliver positive customer outcomes, rewarding careers and great shareholder value through a high-performing culture grounded in excellence and integrity.
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.
- 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
- 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
- Competitive remuneration
- Discretionary annual bonus
- Annual pay review
- Private Medical Insurance (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
- Interest-free season ticket loan
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.
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Customer Services Officer in London employer: Hollybank Trustees Ltd
At Kingspan Light, Air + Water, we pride ourselves on fostering a collaborative and supportive work environment in Havant, where our Data Centre Customer Service Specialists play a crucial role in delivering exceptional service to our customers. We offer comprehensive training and development opportunities, ensuring that our employees grow alongside the company while enjoying a culture that values teamwork and innovation. With a focus on employee well-being and a commitment to sustainability, working with us means being part of a forward-thinking organisation that truly cares about its people and the planet.
