Introduction
Handelsbanken offers a genuinely different approach to banking. We are a local relationship bank providing bespoke, customer‑led banking and wealth management services for personal and corporate customers. Our branch teams build trusted, long‑term relationships with customers in their local communities, making decisions locally. We focus on doing what is right for the customer, prioritising long‑term value over short‑term profit.
Opportunity
We are looking for a Senior Customer Support Officer to join our team at Head Office in Manchester City Centre. The role blends direct customer interaction with general management responsibilities and is part of the department’s management group. It is fully office‑based and requires weekend coverage. A flexible working pattern is possible due to extended hours of operation.
Key responsibilities
* Providing customer solutions and spotting opportunities
* Lead on aspects of overall operation and support delivery of the department business plan
* Support the Head of the department with resource planning and scheduling
* Assist with on‑the‑job activities, training and development of colleagues
* Coordinate additional projects and workstreams, attend meetings when required
* Create, maintain and embed internal instructions, processes and procedures within the team
* Support fraud and complaint escalations in the department
* Act as the escalation point for customer queries and complaints, ensuring bank processes are followed
* Responsible for incident management escalations and routines
* On‑call (out of hours) managerial responsibilities
* Attend stakeholder meetings on behalf of the team/Head of
* Payments & transfers
* Transactions and balances
* Cards
* Digital support
* Fraud
* Payment monitoring
* Support branch activities with existing and new initiatives
* Non‑branch based interactions
What we’re looking for
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* Enthusiastic and dynamic self‑starter
* Strong customer service ethic
* Exceptional communication skills with customers, team and stakeholders
* Knowledge of a customer support and branch environment
* Excellent verbal and written communication skills: able to interact and deal with queries in a professional manner with both customers and branches
* Ability to work well under pressure with attention to detail
* Excellent organisational skills and the ability to manage a number of tasks
* Confident, professional and friendly telephone manner
* High ethical and moral standards
* Innovative and proactive
* Good administrative order, including adherence to all risk and compliance policies
* Collaborate with others to achieve joint goals
* Strong decision‑making skills with sound judgement, achieving the right business culture and behaviours
* Vigilant and questioning nature during the review of various systems and data sources to identify and assess red flags and areas of concern
Why join Handelsbanken
Handelsbanken supports, motivates and enables all staff to do great work. We provide meaningful work, training and development opportunities, and a variety of benefits designed with wellbeing in mind. There is a flexible benefits package with key highlights detailed below.
Equal Employment Opportunity
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. We are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio‑economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.
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