Client Services Analyst (12-month maternity cover)

Bank of London is one of only six UK clearing banks with direct access to the country's payment systems. Built on modern, cloud-native technology, we provide businesses with secure, API-driven banking that's fast, compliant, and built for growth. Our role is simple: help ambitious businesses turn their plans into reality by removing barriers and simplifying complexity. If you want to work where technology meets banking, where security comes first, and where your work directly enables business ambition, you're in the right place.

Office Location: London | Hybrid (3 days in office per week) | Salary range: £40,000 - £45,000

Who we are looking for
You have previous experience in working in client services teams within the banking industry. You will have a strong knowledge of banking operations with a focus on client experience and delivery.
You will have a passion for learning, be adaptable to change and a have a vision of continuous improvement. You have a positive attitude, grit and determination when it comes to making things better, and be inspired by the challenge to deliver, fast. You are passionate about clients and wanting to support/serve them.

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.

Requirements

• 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.

Benefits

• Competitive salary package
• 25 days annual leave plus Bank Holidays
• Holiday allowance that increases with length of service
• Birthday leave
• Enhanced company pension offering (up to 20% salary sacrifice)
• Competitive sick pay
• Life Assurance - 4x annual salary
• Critical Illness Insurance
• Private Medical Insurance with comprehensive cover for you and your family
• Personal Benefits Allowance to purchase Salary Sacrifice Benefits (Cycle to Work, PG Protect, Dental Insurance)
• 24/7 GP service, virtual physiotherapy, eye care, prescriptions, and health apps.
• Digital counselling, virtual mental health support and Employee Assistance Programme
• Digital fitness classes and discounted gym memberships.
• Market leading parental leave
• Fresh daily fruit and snacks
• Bi-weekly office breakfasts
• Peer-to-peer recognition programme with monthly value awards
• Clear goals and performance development framework

Diversity
Bank of London is an equal opportunity employer committed to inclusion, diversity and belonging. All qualified applicants are welcome and will receive consideration for employment without regard to race, colour, age, disability, religion or religious expression, sex, sexual orientation, gender or gender identity and expression, transgender, national origin, or military veteran status.