Customer Support and Operations Specialist

LHV Bank; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A UK-licensed bank is seeking a Customer Support and Operations Specialist to serve as the first point of contact for retail banking customers. In this hybrid role, you will manage inquiries, resolve complaints, and enhance customer experiences using innovative technology. Ideal candidates will have a strong background in customer service, particularly in financial services, and demonstrate excellent communication skills. Benefits include a competitive salary and a supportive, inclusive work culture.

Benefits

Competitive salary

Vitality Health Plan

28 days holiday plus additional days

Team socials

Qualifications

• Strong experience in customer service or support, ideally in financial services or banking.
• Hands-on experience handling regulated customer complaints with a focus on fair outcomes.
• Customer-focused with exceptional communication.

Responsibilities

• Deliver high-quality customer support across various service channels.
• Support customers with account inquiries, payments, and banking services.
• Identify and support vulnerable customers effectively.

Skills

Customer service experience

Strong communication skills

Problem-solving skills

Empathy and active listening

Tools

Salesforce

Job description

Customer Support and Operations Specialist

London, United Kingdom

LHV Bank Limited is a UK‑licensed bank operating under a full UK banking licence. We support over 200 fintech clients and offer retail savings and SME credit solutions. Our team is committed to maintaining a robust financial crime control environment.

Job Overview

We’re seeking an exceptional Customer Support and Operations Specialist to be the first point of contact for our retail banking customers. You’ll manage account inquiries, resolve technical issues, and guide customers through our products and services, delivering a standout customer experience.

Responsibilities

• Deliver high‑quality customer support across evolving service channels.
• Support customers with current accounts, savings, payments, debit cards and general banking services.
• Identify and support vulnerable customers, ensuring appropriate care and tailored outcomes.
• Handle and resolve customer complaints fairly in line with regulatory expectations.
• Carry out operational tasks using modern technology and AI‑driven tools.
• Develop and maintain daily operational processes that improve service quality and customer interactions.
• Proactively identify opportunities to improve customer experience and operational efficiency.
• Contribute to cross‑functional projects that enhance and expand our retail banking proposition.

Qualifications

• Strong experience in customer service or support, ideally in financial services, banking or fintech.
• Hands‑on experience handling regulated customer complaints with an understanding of fair outcomes.
• Customer‑focused with empathy, active listening and clear communication.
• Experience with debit card services and associated processes.
• Excellent written and verbal communication skills.
• Comfortable with technology and enthusiastic about automation, new tools and AI.
• Experience using Salesforce or a similar CRM system.
• Ability to work independently while collaborating effectively within a high‑performing team.
• Strong problem‑solving skills and exceptional attention to detail.

Benefits

• Competitive salary and opportunities to learn, grow and progress professionally.
• Open and inclusive culture.
• Fantastic office and great working environment.
• Vitality Health Plan (private health insurance, travel insurance, gym discounts).
• Life assurance – 4 × salary.
• Income protection insurance – 75%.
• 28 days holiday plus 3 additional days and further days for key life events.
• Alternative bank holidays each year aligned with personal or cultural observances.
• Enhanced family‑friendly policies.
• Access to retail discounts.
• Team socials.

Hybrid role: you should be based in the London office at least 3 days a week.