Customer Support Officer

Handelsbanken; Manchester; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Handelsbanken is seeking a Customer Support Officer for our Manchester City Centre Head Office. The role involves handling telephony-based customer inquiries across payments, transfers, cards and digital support, while assisting Branch activities and initiatives.

You will deliver professional service, maintain accuracy under pressure, and contribute to a relationship-driven banking approach. Based in our office on a rotating 7-hour shift pattern (7am–10pm), you will engage with individual and

Qualifications

• Enthusiastic and dynamic self-starter.
• Strong customer service ethics.
• Exceptional communication skills.
• Knowledge of a customer support and branch environment.
• Excellent verbal and written communication, professional manner.
• Ability to work under pressure with attention to detail.
• Excellent organisational skills and ability to multitask.
• Confident, professional and friendly telephone manner.

Responsibilities

• Take calls from individual, corporate and potential customers related to Payments & transfers, Transactions and balances, Cards, Digital support, Fraud, Payment Monitoring.
• Support Branch activities with existing and new initiatives and non-branch based interactions.
• Provide customer solutions and spotting opportunities.
• Escalate concerns in line with risk management and compliance policies.

Skills

Enthusiastic

Strong customer service ethics

Excellent communication skills

Organisational skills

Professional telephone manner

Job description

# Customer Support Officer## Job IntroductionHandelsbanken offers a genuinely different approach to banking. We are a local relationship bank providing bespoke, customer-led banking and wealth management services for personal and corporate customers. Our branch teams build trusted, long-term relationships with customers in their local communities. With our decentralised ways of working, decisions are made in the branch, close to the customers. Teams decide who they work with and how best to support them, without short-term sales targets or bonus-driven incentives. Instead, we focus on doing what is right for the customer, even when that means prioritising long-term value over short-term profit.This approach has underpinned our success for decades. Today, Handelsbanken holds the strongest credit rating among its peer banks, is independently recognised as Europe’s safest commercial bank, and is consistently ranked highly for customer satisfaction and relationship banking. Our culture is values-led, shaped by trust, respect, and long-term thinking. We empower our people to use their expertise, make confident decisions and build long-term careers. We look for people who share our long- term vision, want to grow and want to make a meaningful impact in their local community and with the Bank. We also recognise that flexibility can support people to perform at their best, and that it looks different for everyone. While arrangements will depend on the requirements of the role and the needs of the business, we are open to having a conversation around what flexibility could look like for you.Check our Handelsbanken website for further information**The opportunity** **Customer Support Officer**Handelsbanken Customer Connect is a dynamic department within the Branch Network area providing both a range of telephony based services to our customers, as well as administrative and advisory support to our Branch network. **Our Customer Support roles are fully office based at our Manchester City Centre Head Office, due to the nature of the role. The working hours are on a shift basis, 7 hours between the hours of 7am - 10pm, these would be on a weekly rotating basis.**Key responsibilities Take calls from individual, corporate and potential customers related to:* Payments & transfers* Transactions and balances* Cards* Digital support* Fraud* Payment Monitoring* Supporting Branch activities with existing and new initiatives* Non-branch based interactions* Providing customer solutions and spotting opportunities* Operate in line with the Bank's Risk Management framework (including sub-frameworks) and relevant risk and compliance policies and procedures, ensuring appropriate and timely escalation of any concerns to their line manager.What we’re looking forResearch (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying...* Enthusiastic and dynamic self-starter* Strong customer service ethics* Exceptional communication skills* Knowledge of a customer support and branch environment* Excellent verbal and written communication skills: able to interact and deal with queries in a professional manner with both customers and branches.* Ability to work well under pressure with attention to detail.* Excellent organisational skills and the ability to manage a number of tasks.* Confident, professional and friendly telephone manner**Why join Handelsbanken**We want everyone at Handelsbanken to feel supported, motivated, and able to do great work. That’s why, alongside brilliant colleagues, meaningful work and training and development opportunities, we provide a variety of benefits designed with your wellbeing in mind. In addition, there is a flexible benefits package with the key highlights detailed below. **Application next steps***Your journey with us begins once you have submitted your application. One of our Handelsbanken Talent Acquisition Partners will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.**This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.**The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.*#LI-YW1Apply+− OpenStreetMap contributors### Customer Support Officer* **Salary** Competitive* **Frequency** Annual* **Job Reference** hbuk/TP/81351/2893* **Contract Type** Permanent - Full Time* **Closing Date** 2 November, 2026* **Job Category** Customer Service/Customer Support* **Business Unit** Customer Connect (UKBB-C)* **Location** Manchester, United Kingdom* **Posted on** 19 October, 2026