Senior Customer Service Officer/Senior Client Servicing Officer

SUMMARY:
Senior Client Servicing officer

POSITION INFO:
Purpose The Senior client servicing officer is responsible for delivering high-quality customer account servicing by managing complex customer enquiries, resolving escalations, and ensuring customer interactions are handled accurately, efficiently, and in line with client requirements. The role acts as a senior point of contact within the servicing function, taking ownership of customer cases, supporting operational performance, and ensuring service excellence through effective problem-solving, stakeholder engagement, and adherence to regulatory and compliance standards. The Senior client servicing officer is expected to operate with a high degree of autonomy, manage complex customer requirements, and provide support and guidance to colleagues where required. Key Responsibilities Customer Servicing & Account Management Manage a portfolio of customer servicing activities, ensuring requests and enquiries are handled accurately and within agreed service levels. Act as a senior escalation point for complex, sensitive, or high-risk customer interactions. Take ownership of customer cases from initial enquiry through to resolution, ensuring appropriate follow-up and communication. Review customer information, investigate issues, and provide accurate outcomes in accordance with client procedures. Deliver a consistently high standard of customer service while managing customer expectations. Handle challenging conversations professionally, demonstrating empathy, confidence, and effective resolution skills. Case Resolution & Problem Solving Investigate complex customer queries by reviewing account information, transaction history, documentation, and available systems. Identify root causes of customer issues and take appropriate action to resolve them. Ensure all outstanding actions are monitored and completed within agreed timelines. Escalate matters requiring further investigation, approval, or specialist input. Identify potential customer risks, complaints, or service failures and ensure these are managed appropriately. Compliance & Risk Management Ensure all customer interactions are completed in accordance with client policies, procedures, and regulatory requirements. Maintain accurate customer records and ensure all actions are fully documented. Apply appropriate data protection and confidentiality standards when handling customer information. Follow UK regulatory and client-specific requirements relevant to the servicing function. Identify and report potential compliance concerns or process failures. Operational Excellence Support the achievement of operational targets, including quality, customer satisfaction, productivity, and service level performance. Identify opportunities to improve processes, customer journeys, and service delivery. Share knowledge and support colleagues with complex queries and processes. Contribute positively to team performance by promoting best practices and consistent service standards. Work collaboratively with internal departments and client stakeholders to resolve customer matters. Administration & Reporting Maintain accurate records across customer relationship management and servicing systems. Ensure all customer interactions, decisions, and resolutions are recorded appropriately. Complete required reports, documentation, and administrative tasks within agreed deadlines. Monitor recurring customer issues and provide feedback to management. Participate in training, calibration sessions, and continuous improvement initiatives. Skills & Competencies Strong customer service orientation with a commitment to delivering positive customer outcomes. Excellent verbal and written communication skills. Ability to manage complex customer conversations confidently and professionally. Strong analytical and problem-solving skills. Ability to make sound decisions using available information and processes. Excellent attention to detail and accuracy. Ability to prioritise workloads and manage multiple customer cases simultaneously. Strong organisational skills with the ability to work independently. Ability to operate effectively in a fast-paced, target-driven BPO environment. Strong IT literacy with the ability to navigate multiple systems efficiently. Professional approach with a strong understanding of confidentiality and compliance. Experience Required Previous experience within a customer servicing, contact centre, banking, financial services, insurance, or regulated BPO environment. Experience managing complex customer queries, escalations, or complaints. Experience working with customer account management or case management systems. Experience working within service level agreements and performance-driven environments. Experience dealing directly with customers and internal stakeholders. Desirable Experience Experience supporting UK-based customers. Experience within financial services, lending, insurance, mortgage servicing, or regulated industries. Knowledge of UK customer service practices and regulatory requirements. Experience acting as a subject matter expert, escalation point, or senior advisor. Experience supporting coaching, knowledge sharing, or quality improvement initiatives.