Customer Services Officer

Location: London

Hours: Monday to Friday, 9:00am–5:30pm

Working Pattern: Hybrid (50/50)

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.

Discover more about working at HTB here - Life at HTB | Careers & Inside Hampshire Trust Bank (HTB)

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)
• Mental health & wellbeing support via Zurich & 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
• Hybrid working (50/50)
• Pension scheme – 8% employer contribution (non-contributory)
• Interest-free season ticket loan
• Annual volunteering day & Net Zero employer commitment

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.