Relationship Support Officer

The Access Bank UK Limited; Northwich; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent financial institution in the UK seeks a candidate to manage middle office functions in Commercial Banking, interfacing between front and back office roles to meet customer expectations. The ideal applicant should have a degree and possess excellent customer service skills, alongside proficiency in Microsoft Office. You'll assist in payment coordination, manage customer reports, and ensure compliance with regulatory requirements. This role offers competitive salary and a comprehensive benefits package.

Benefits

Discretionary performance-related annual bonus

10% salary pension contribution

25 days holiday plus bank holidays

Company-funded Employee Assistance Programme

Qualifications

• Excellent customer service skills and ideally phone-based customer service experience.
• Proficient with Microsoft Office (Word, Excel, and PowerPoint).
• Ability to build professional relationships effectively.

Responsibilities

• Assisting in coordinating and responding to payment referrals.
• Managing customer anniversary reports.
• Updating relationship management dashboard reports.
• Working directly with Relationship Managers on compliance queries.
• Reviewing account dormancy and funding reports.
• Handling calls and email enquiries.

Skills

Excellent customer service skills

Proficient with Microsoft Office (Word, Excel, PowerPoint)

Strong communication skills

Education

Degree level education

Job description

The Access Bank UK Ltd has a strong presence across Africa, Europe, and key global markets including France, Malta, Hong Kong, and Dubai. Joining Access Bank as a graduate offers unparalleled exposure to international finance, allowing young professionals to work closely with diverse teams and markets across continents. This dynamic environment provides invaluable experience in cross‑border banking operations, global trade, and sustainable finance.

You will be part of an Investors In People Platinum award‑winning organisation. Our people are our core asset and are fundamental to our bank’s continued development. The bank has been awarded Platinum status by Investors in People (IIP) in 2020, demonstrating our commitment to high performance through good people management and a strong company culture.

About The Role

The key aim of this role is to manage the middle office functions and roles in Commercial Banking SBU, acting as an interface between the front office and back office to deliver customer expectations. The job holder will work extensively with the Relationship Managers and the Relationship Support Manager to develop new initiatives and support the business to attain set customer service expectations.

Your Day-to-day Responsibilities

• Assisting in coordinating and responding to all payment referrals related to signature irregularities, insufficient balances, foreign exchange conversions, and debit card top‑ups.
• Assisting with the preparation of customer anniversary reports and ensuring they are delivered in a timely manner.
• Assisting with the management and updating of the relationship management dashboard reports, including anniversary reviews and outstanding deferrals.
• Working directly with the Relationship Managers to ensure all compliance queries are responded to promptly.
• Reviewing account dormancy and funding reports, working with the RMs to ensure clients are proactively contacted to regularise their accounts.
• Responsible for the handling of calls and email enquiries.
• Planning and prioritising allocated workloads against agreed standards.
• Taking ownership for investigating and responding to internal and external requests accurately and efficiently.
• Ensuring all work completed is done in accordance with applicable regulation, procedure and policy.

Person/Experience Required

• Someone educated to a degree level.
• Excellent customer service skills and ideally phone‑based customer service experience.
• Proficient with Microsoft Office (Word, Excel and PowerPoint).
• Strong communication skills.
• Has the ability to build professional relationships effectively, both in the immediate team and wider business.

Why work with The Access Bank UK Ltd?

At The Access Bank UK we are committed to helping our employees reach their full potential through continuous learning opportunities and the tools and training to help them grow.

We encourage a sense of individual ownership while fostering team spirit and are firmly committed to the diversity of our workforce. We are proud to have achieved the Investors in People Platinum accreditation, which is recognised across the world as a mark of excellence.

We Are Guided By Our Core Values

• Excellence
• Innovation
• Passion for Customers
• Professionalism
• Empowered Employees
• Leadership

Benefits

As well as a competitive salary, you’ll enjoy a benefits package that you can tailor to your needs.

• Eligible for a discretionary performance‑related annual bonus.
• We put 10% of salary into your pension, even if you don’t contribute yourself.
• 25 days holiday plus bank holidays, which increases to 27 days after 2 years of service, and 29 days after 5 years.
• Company‑funded Employee Assistance Programme.
• Benefits supporting you and your family, such as death‑in‑service benefit.
• Share in Access Bank success by investing in our share plans after 5 years of service.

As an equal opportunities employer, The Access Bank UK Ltd is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join The Access Bank UK Ltd.