Customer Relationship Officer – Financial Services

About the role

Our client, a fast‑growing specialist bank, is looking for a Customer Relationship Officer to join their Relationship Management team. You will support a portfolio of commercial mortgage customers, work closely with experienced Relationship Managers, and help grow the loan book.

Key responsibilities

• Deliver proactive customer engagement and operational support across the customer lifecycle.
• Build and maintain strong relationships with an allocated portfolio of mortgage customers.
• Act as the primary point of contact for inbound enquiries, providing timely and professional assistance.
• Assist with refinancing, retention and new‑deal preparation, ensuring accurate documentation.
• Conduct portfolio analysis, prepare reports for periodic reviews and identify trends, risks and opportunities.
• Produce high‑quality management information to support strategic decision‑making.

Required profile

• Experience within the mortgage industry, preferably in a customer‑facing or relationship‑management capacity.
• Strong analytical mindset with the ability to interpret portfolio data.
• Excellent communication skills and a customer‑centric approach.
• Proactive attitude and ability to work collaboratively with senior Relationship Managers.

Required skills

• Portfolio analysis and reporting.
• Mortgage product knowledge.
• Customer service and relationship management.

What we offer

• Competitive pension (15% contributory).
• 26 days holiday plus bank holidays and a birthday day off.
• Discretionary bonus scheme and annual salary reviews.
• Private health, dental, critical illness and income protection cover.
• Enhanced maternity, paternity and shared parental leave.
• Menopause support, paid carers leave and charity day.
• Employee assistance programme, Cycle2Work scheme and extensive discount hub.