Customer Services Officer

Hollybank Trustees Ltd; Greater London; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Discretionary annual bonus

Annual pay review

Private medical insurance

25 days annual leave

Cycle to work & Green car scheme

Enhanced family leave policies

Study support & professionalMembership

Interest-free season ticket loan

Job summary

Hampshire Trust Bank is seeking a Customer Service Officer for its Savings Operations team. You will be the voice of HTB, handling inquiries via phone, email and secure message, and ensuring accurate processing across touchpoints.

The role requires a proactive, detail-oriented approach with strong communication skills and familiarity with banking systems. Competitive benefits and a supportive, team-driven environment are offered.

Qualifications

• 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.
• Proactive, detail-oriented and adaptable mindset.
• Ability to thrive in a fast-paced, team-driven environment.

Responsibilities

• Handle inbound and outbound customer queries via phone, email and secure message.
• Manage customer calls to agreed service standards.
• Identify customer needs and deliver appropriate solutions.
• Support customers with online banking registration and usage.
• Update customer records and maintain accurate account information.
• Open and close accounts, process payments and perform KYC checks.
• Produce customer correspondence of a high standard.
• Identify vulnerable customers and provide appropriate support.
• Resolve customer complaints where possible and escalate when necessary.
• Support process improvements across the team.
• Maintain confidentiality and comply with internal policies and risk frameworks.

Skills

Customer service

Communication

CRM systems

Microsoft Office

Tools

Banking CRM

Job description

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.