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About the Role
Bank of London is a UK clearing bank providing secure, API-driven banking solutions built on modern, cloud-native technology. We help ambitious businesses grow by removing barriers and simplifying complexity. Join us where technology meets banking, security is paramount, and your work directly supports business ambition.
Responsibilities
- Own day-to-day client service delivery, including responding to queries, managing cases, providing updates, and acting as an escalation point.
- Build and maintain client service playbooks, monitor service performance, and implement corrective actions.
- Ensure operational processes and controls meet client needs and develop new processes.
- Maintain regulatory understanding and collaborate with internal teams to enhance client experience.
- Continuously review and improve operational processes, fostering a culture of integrity and open communication.
Requirements
- Previous experience in client services within the banking industry.
- Strong knowledge of banking operations with a focus on client experience and delivery.
- Passion for learning, adaptability to change, and a vision for continuous improvement.
- Positive attitude, grit, and determination to improve services.
- Inspired by the challenge to deliver quickly.
- Passionate about clients and providing support.
- 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) to explain operational and regulatory requirements clearly.
- 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.
Skills
- Client Service Delivery
- Case Management
- Service Performance Monitoring
- Process Improvement
- Regulatory Compliance
- Communication (Written and Verbal)
- Stakeholder Management
- Problem Solving
- Adaptability
- Continuous Learning
Location
- London
Work Type
- Hybrid (3 days in office per week)
Salary/Compensations
- £40,000 - £45,000
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
- Personal Benefits Allowance for Salary Sacrifice Benefits (Cycle to Work, PG Protect, Dental Insurance)
- 24/7 GP service
- Virtual physiotherapy
- Eye care
- Prescriptions
- Health apps
- Digital counselling
- Virtual mental health support
- Employee Assistance Programme
- Digital fitness classes
- 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
About the Company
- 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.
Equal Opportunity
- 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.