Customer Service Officer

Hampshire Trust Bank; Birmingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading bank in Birmingham is seeking a Customer Service Officer to provide exceptional service to clients. This entry-level role involves responding to customer inquiries, managing accounts, and ensuring satisfaction through effective communication. Ideal candidates will have proven customer service experience and familiarity with banking systems. Join a team committed to integrity and customer outcomes.

Qualifications

• Proven customer service experience.
• Familiarity with core banking / CRM systems.
• Savings product knowledge.

Responsibilities

• Respond to customer queries and maintain customer accounts.
• Provide excellent customer service delivery.
• Manage and resolve complaints.

Skills

Customer Service

Problem Solving

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

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Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions. Our dedicated Asset Finance, Development Finance, Wholesale Finance and Specialist Mortgages divisions 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 only to businesses, our savers can be sure their money will be used to boost the British economy.

The bank is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority.

For more information, please visit our website:www.htb.co.uk

Our Values and Behaviour

All members of the HTB team are expected to demonstrate values and behaviour that underpin everything that we believe in

Customers matter

• We listen to our customers
• We value customer relationships over transactions
• We strive to deliver what customers want, when they want it, how they want it
• We prioritise customer outcomes over corporate expediency
  
  

We deliver

• We approach everything we do with discipline and set high standards
• We do more with less and embrace change
• We are fanatical about financial rigour and risk discipline
• We execute consistently with speed and accuracy
• We constantly strive to improve
  
  

Integrity without compromise

• We always aim to do the right thing - we don’t duck hard choices
• When we make a mistake we own up and fix it
• We are open and honest in all our communication
• We treat innovation and fresh thinking as an opportunity not a threat
  
  

People Power

• We are a meritocracy
• We empower people and make them accountable
• We encourage our people to learn and grow
• We challenge each other honestly & constructively
• We work as a team
• We know diversity makes us stronger
• We celebrate success
  
  

Position:

The Customer Service Officer will respond to customer queries, find appropriate solutions, update, and maintain customer accounts whilst providing excellent customer service delivery in a timely and professional manner. The Group’s Customer Service Officers are front-line representatives for the Group and engage with our customers through multiple channels to address queries, manage, resolve and/or escalate complaints and maintain the highest levels of customer service delivery and satisfaction.

Requirements:

• Proven customer service experience.
• Familiarity with core banking / CRM systems.
• Intermediate skills with Microsoft Word, Excel, and Outlook.
• Savings product knowledge
  
  

Other information:

• Effectively prioritising and responding/actioning customer queries, finding appropriate solutions, via telephone, email, secure messaging (online) and/or post.
• Identifying and assessing customers’ needs to deliver good customer outcomes.
• Managing incoming calls, at times of which can be high.
• Arranging telephone call backs with customers, as appropriate.
• Ensuring sufficient and appropriate support for vulnerable customers.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Banking

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