Customer Support and Operations Specialist at LHV Bank

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

0.0

Posted On

14 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Financial Services, Empathy, Active Listening, Communication, Debit Card Services, Problem Solving, Attention to Detail, Salesforce, Technology, Automation, AI, Operational Efficiency, Customer Experience, Complaint Handling, Cross-Functional Collaboration

Industry

Financial Services

Description

LHV Bank Limited is a UK-licensed bank operating across three core business segments: Retail Banking, SME Lending, and Banking Services (BaaS). The bank is a wholly owned subsidiary of LHV Group, a listed financial services provider headquartered in Estonia. LHV Bank operates under a full UK banking licence granted in May 2023. The Bank supports over 200 fintech clients with embedded financial infrastructure, provides retail savings products via digital channels, and offers SME credit solutions across the UK. In line with its regulatory responsibilities and growth ambitions, LHV Bank is committed to maintaining a robust and proportionate financial crime control environment. Expanding our services, LHV Bank now provides personal banking solutions. Our offerings include current accounts with competitive interest rates, fixed-rate bonds for long-term savings, and debit cards. Customers can conveniently access these services through the LHV App, enabling secure account opening and management. Job Overview We’re seeking exceptional Customer Support and Operations Specialists to join our team and make a real impact. As the first point of contact for our retail banking customers, you’ll manage account inquiries, resolve technical issues, and guide customers through our products and services. Your friendly, proactive approach will be key to delivering a standout customer experience, helping us maintain high satisfaction levels and fostering strong relationships. This role goes beyond customer support - you’ll be at the forefront of innovation, driving change across our team and operations. Whether it’s refining internal processes, enhancing AI chatbots, or testing new product features, your contributions will be essential in elevating the customer experience at LHV. What You’ll Be Doing Deliver high-quality customer support across evolving service channels as new tools and contact methods are introduced. Support customers with current accounts, savings, payments, debit cards, and general banking services. Identify and support vulnerable customers, ensuring appropriate care and tailored outcomes. Handle and resolve customer complaints fairly, in line with regulatory expectations. Carry out a range of operational tasks beyond front-line support, using modern technology and AI-driven tools. Develop and maintain daily operational processes that improve service quality and customer interactions. Proactively identify opportunities to improve customer experience and operational efficiency. Contribute to cross-functional projects that enhance and expand our retail banking proposition. We’re Looking for Someone Who Has strong experience in customer service or support, ideally within financial services, banking, or fintech. Has hands-on experience handling regulated customer complaints and understands fair customer outcomes. Is genuinely customer-focused, with a strong sense of empathy, active listening, and clear communication. Has experience with debit card services and associated processes. Demonstrates excellent written and verbal communication skills. Is comfortable with technology and enthusiastic about automation, new tools, and AI. Has experience using Salesforce or a similar CRM system. Can work independently while collaborating effectively within a high-performing team. Brings strong problem-solving skills and exceptional attention to detail. Some of our benefits Competitive salary &lots of opportunities to learn, grow and progress professionally. Open and inclusive culture. Hybrid working. Fantastic offices and great working environment. Vitality Health Plan (includes private health insurance, travel insurance, gym discounts) Health cash Plan (Medicash health plan Level 3) 5% employer pension contribution. Life assurance – 4 x salary. Income protection insurance – 75% 28 days holiday plus 3 additional days, & further days for various key life events as well as the opportunity to sell up to 5 days per calendar year. Swap public/bank holidays each year for alternative days that align with your personal, cultural, or religious observances. Enhanced family friendly and family forming policies. Access to a wide range of retail discounts. Team Socials.

Responsibilities

The Customer Support and Operations Specialist will manage account inquiries, resolve technical issues, and guide customers through products and services. They will also drive innovation and improve internal processes to enhance customer experience.