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.

KPI’S

• Customer satisfaction and service quality scores.
• First contact resolution rates.
• Case resolution turnaround times.
• Accuracy and compliance performance.
• Complaint handling effectiveness.
• Productivity and service level achievement.

Customer feedback and quality assurance outcomes

Contact information

Yashini Govender