Job Description

Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions. Our dedicated Asset Finance, Development Finance, Wholesale Finance and Specialist Mortgages divisions 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 only to businesses, our savers can be sure their money will be used to boost the British economy.



The bank is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority.



For more information, please visit our website: www.htb.co.uk

Our Values and Behaviour

All members of the HTB team are expected to demonstrate values and behaviour that underpin everything that we believe in

Customers matter

We listen to our customers We value customer relationships over transactions We strive to deliver what customers want, when they want it, how they want it We prioritise customer outcomes over corporate expediency

We deliver

We approach everything we do with discipline and set high standards We do more with less and embrace change We are fanatical about financial rigour and risk discipline We execute consistently with speed and accuracy We constantly strive to improve

Integrity without compromise

We always aim to do the right thing - we don't duck hard choices When we make a mistake we own up and fix it We are open and honest in all our communication We treat innovation and fresh thinking as an opportunity not a threat

People Power

We are a meritocracy We empower people and make them accountable We encourage our people to learn and grow We challenge each other honestly & constructively We work as a team We know diversity makes us stronger We celebrate success

Position:

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The Customer Service Officer will respond to customer queries, find appropriate solutions, update, and maintain customer accounts whilst providing excellent customer service delivery in a timely and professional manner. The Group's Customer Service Officers are front-line representatives for the Group and engage with our customers through multiple channels to address queries, manage, resolve and/or escalate complaints and maintain the highest levels of customer service delivery and satisfaction.

Requirements:

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Proven customer service experience. Familiarity with core banking / CRM systems. Intermediate skills with Microsoft Word, Excel, and Outlook. + Savings product knowledge

Other information:

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Effectively prioritising and responding/actioning customer queries, finding appropriate solutions, via telephone, email, secure messaging (online) and/or post. Identifying and assessing customers' needs to deliver good customer outcomes. Managing incoming calls, at times of which can be high. Arranging telephone call backs with customers, as appropriate. * Ensuring sufficient and appropriate support for vulnerable customers.