Customer Support Officer - Part Time (21 hours including weekends)

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 

Customer Support Officer - Part Time (21 Hours - Including Weekends)

Handelsbanken Customer Connect is a dynamic department within the Branch Network area providing both a range of telephony based services to our customers, as well as administrative and advisory support to our Branch network. 

Our Customer Support roles are fully office based at our Manchester City Centre Head Office, due to the nature of the role. The working hours are on a shift basis, 7 hours between the hours of 7am - 10pm, these would be on a weekly rotating basis.

Key responsibilities 

•  Take calls from individual, corporate and potential customers related to:
  • Payments & transfers
  • Transactions and balances
  • Cards
  • Digital support
  • Fraud 
  • Payment Monitoring
  • Supporting Branch activities with existing and new initiatives
  • Non-branch based interactions
  • Providing customer solutions and spotting opportunities
  • Operate in line with the Bank's Risk Management framework (including sub-frameworks) and relevant risk and compliance policies and procedures, ensuring appropriate and timely escalation of any concerns to their line manager.

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 ethics
• Exceptional communication skills
• 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

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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