Customer Services Officer - London, United Kingdom - Hampshire Trust Bank

Hampshire Trust Bank
Hampshire Trust Bank
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions.


We offer niche specialty lines SME bank targeting under-served segments, our dedicated Specialist Business Finance (Asset Finance and Wholesale), Development Finance, Bridging 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.


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:


The primary purpose of this role is to manage contact from customers to provide an excellent customer experience through multiple customer contact channels.


Requirements:


Qualifications and Experience

  • At least 2 years' experience in a customer service environment
  • Intermediate level skills in Microsoft Word and Excel are essential.

Competencies/soft skills:


  • Exceptional organisation and time management skills
  • Delivery of excellence in customer service, customer centric approach
  • Risk awareness
  • Good communication skills
  • Team player

Other information:


  • To take ownership of customer queries, providing accurate, satisfactory responses to queries and ensuring they are fully resolved before closing.
  • To ensure our customers receive excellent best in class service
  • To have excellent communication skills and natural empathy
  • Deescalate situations where customers are dissatisfied, offering patient assistance and support
  • Log any complaints and manage summary resolutions where possible.
  • To provide overflow support to the admin team during peaks in workload and absences to ensure the customers continue to receive the desired service.
To ensure all data held on origination system is of the highest quality for accurate reporting and future engagement with our customer
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