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

• 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

🎯 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
•