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. With our decentralised ways of working, decisions are made in the branch, close to the customers. Teams decide who they work with and how best to support them, without short-term sales targets or bonus-driven incentives. Instead, we focus on doing what is right for the customer, even when that means prioritising long-term value over short-term profit.

This approach has underpinned our success for decades. Today, Handelsbanken holds the strongest credit rating among its peer banks, is independently recognised as Europe’s safest commercial bank, and is consistently ranked highly for customer satisfaction and relationship banking.

Our culture is values-led, shaped by trust, respect, and long-term thinking. We empower our people to use their expertise, make confident decisions and build long-term careers. We look for people who share our long- term vision, want to grow and want to make a meaningful impact in their local community and with the Bank.

The opportunity

We are looking for a Senior Customer Support Officer to join our the team at our Head Office in Manchester City Centre.

The Senior Customer Connect Officer Role blends direct customer interaction with general management responsibilities, forming an integral part of the departments management group.

The role is focussed on the delivery of exceptional customer service standards and supporting the evolution of the telephony proposition. A role which includes a wide variety of tasks and the opportunity for a more flexible working pattern due to the teams extended hours of operation.

This role is fully office based and the successful candidate will be required to cover weekends.

Key responsibilities

Calls from individual, corporate and potential customers related to:

Providing customer solutions and spotting opportunities

Part of the Customer Connect Management Team. Lead on aspects of the overall operation and support the delivery of the department business plan

Supporting the Head of with additional responsibilities including resource planning and scheduling

Assisting with on the job activities, training and development of colleagues

Co-ordinating additional projects and workstreams, attending meetings when required

Creating, maintaining and embedding of Internal Instructions, processes and procedures within the Team

Supporting with Fraud and Complaint escalations in the Department

Acting 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

Attending Stakeholder meetings on behalf of Team/Head of

Payments & transfers

Transactions and balances

Cards

Digital support

Fraud

Payment Monitoring

Supporting Branch activities with existing and new initiatives

Non-branch based interactions

What we’re looking for

Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…

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

Have high ethical and moral standards

Be innovative and proactive

Have good administrative order including adherence to all risk and compliance policies.

Collaborate with others to achieve joint goals

Strong decision making skills with the ability to demonstrate sound judgement, achieving the right business culture and behaviours.

Be vigilant and of a questioning nature during the review of various systems and data sources to identify and assess ‘red flags’ and areas of concern.

Why join Handelsbanken

We want everyone at Handelsbanken to feel supported, motivated, and able to do great work. That’s why, alongside brilliant colleagues, meaningful work and training and development opportunities, we provide a variety of benefits designed with your wellbeing in mind.