Job Description

Location:

Head Office, London

Hours:

Monday to Friday, 9:00am-5:30pm

Working Pattern:

Hybrid (50/50)

Reports to:

Customer Service Team Leader

Department:

Savings Operations

About the Role

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.

Key Responsibilities

Handle inbound and outbound customer queries via phone, email, and secure messaging Deliver first-class support and resolve issues with empathy and efficiency Assist customers with online banking registration and usage Open and close accounts, process payments, and maintain accurate records Complete KYC and due diligence for Retail, ISA, and SME customers Identify and support vulnerable customers with care and professionalism Produce high-quality customer communications and correspondence Resolve complaints at first contact or escalate appropriately Collaborate with team managers to improve processes and customer outcomes

What We're Looking For

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

Benefits

Competitive remuneration Discretionary annual bonus Annual pay review Private Medical Insurance (Bupa) Mental health & wellbeing support via YuLife & 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) YuLife Rewards - discounts on retail, lifestyle & experiences 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.