Client Services Analyst — Banking Ops & Client Experience

Bank of London; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary package

25 days annual leave

Birthday leave

Enhanced pension (up to 20% salary sac

Life Assurance 4x salary

Private Medical Insurance

Salary sacrifice benefits (Cycle to WI

24/7 GP service

Digital mental health support

Gym discounts

Parental leave

Fresh fruit and snacks

Office breakfasts (bi-weekly)

Recognition programme

Job summary

The Bank of London is seeking a client services professional to support day-to-day delivery across channels, manage cases end-to-end, and maintain escalation paths to ensure high-quality service for UK clients.

You will build playbooks, monitor performance, and collaborate with KYC/Compliance and product teams to embed robust controls and a strong client-centric culture while adapting to a fast-paced banking environment.

Qualifications

• Front-to-back understanding of Banking Operations with a strong focus on client experience and high-quality service delivery.
• Strong communication skills (written and verbal) with the ability to explain operational and regulatory requirements clearly to varied stakeholders, including clients and client-facing teams.
• Organised, detail-oriented, and able to manage high volumes of client queries and operational tasks while meeting service standards/SLAs.
• Agile and comfortable working in a fast-paced, changing environment, able to identify opportunities, drive improvements, and work cross-functionally to resolve issues end-to-end.
• Curious, proactive, and committed to continuous learning and raising standards across the operational space.

Responsibilities

• Own day-to-day client service delivery: respond to client queries across channels (email/phone/chat), manage cases end-to-end (logging, prioritisation, SLA management, investigation, resolution), provide clear/proactive updates, and act as an escalation point for client-impacting issues.
• Build and maintain client service playbooks/runbooks (including escalation paths and response templates), monitor service performance and complaint themes, and implement corrective/preventative actions to improve client outcomes.
• Ensure operational processes and controls are in place to service the needs of the UK Bank and its clients, and develop new processes from infancy into robust “Business as Usual” ways of working.
• Maintain a strong understanding of the regulatory environment and collaborate with internal stakeholders (e.g., KYC/Compliance/Tech/Product) to ensure appropriate mechanisms, controls, and system integrations are in place to enhance the client experience.
• Continually review and improve operational processes, driving a culture of “doing the right thing” with open lines of communication across peers and management.

Job description

The Bank of London is seeking a client services professional to support day-to-day delivery across channels, manage cases end-to-end, and maintain escalation paths to ensure high-quality service for UK clients.

You will build playbooks, monitor performance, and collaborate with KYC/Compliance and product teams to embed robust controls and a strong client-centric culture while adapting to a fast-paced banking environment.