Customer Service Officer

We’re recruiting for a Customer Service Officer to join our Home Finance team. We’re looking for people who are passionate about delivering an exceptional customer experience and who enjoy working in a fast‑paced, supportive environment. As a Customer Experience Advisor, you’ll play a key role in helping our customers feel informed, valued, and confident by providing clear guidance and outstanding service across a range of contact channels. Salary: £24,720. What you'll be doing: - Delivering outstanding customer experiences across phone, email, and written correspondence - Supporting customers by providing accurate information and clear guidance based on their needs - Complying with internal processes and regulatory requirements to protect customers and the business - Taking ownership of customer queries and collaborating with colleagues to deliver positive outcomes - Identifying and resolving complaints while using feedback to improve customer journeys - Sharing knowledge with colleagues and contributing to a consistent, high‑quality service - Providing customers with relevant information at the right time to support effective financial decisions - Supporting other teams when required to ensure customers receive timely, high‑quality service Who we're looking for: - Strong understanding of different customer types and their varying needs - Excellent attention to detail and accuracy in recording and reporting information - Delivering outstanding customer experiences across phone, email, and written correspondence - Ability to learn new systems and adapt to different tasks or processes - Experience managing multiple queries while maintaining high service standards - Good commercial awareness and awareness of customer impact - Strong interpersonal skills with the ability to build effective relationships - A collaborative team player who embraces change and continuous improvement Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: - The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes - Generous pension contribution - Life assurance - Healthcare Plan (permanent employees only) - At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday - Competitive family leave - Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only) - There are many discounts we offer – both for our own products and at a range of high street stores and online - We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience