Job 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. 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.
Check our Handelsbanken website for further information 
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.
In addition, there is a flexible benefits package with the key highlights detailed below.
Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken Talent Acquisition Partners will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.
This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that 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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