Client Service Officer

About the role

The Client Service Officer will be the first point of contact for customers, handling queries, complaints and order requests while ensuring compliance with internal policies and regulatory standards. The role supports a positive customer experience and may generate sales through specialist product knowledge.

Key responsibilities

• Receive, review, assess and resolve client queries and complaints in line with policy and the customer charter.
• Communicate updates on query status to customers and stakeholders, requesting any needed information.
• Ensure all resolutions comply with regulatory requirements, internal policies and industry best practices.
• Identify and mitigate financial or reputational risks, including early detection of fraudulent claims.
• Prepare accurate records and reports for management review.
• Analyse trends in queries and complaints and recommend process improvements.
• Record and process custom or special customer orders, handling ambiguous delivery expectations.
• Make outbound calls to allocated customers to develop relationships and support prospecting.
• Enter follow‑up actions and relevant data into the CRM system after each contact.
• Provide product and service information, respond to basic questions and support renewals.

Required profile

• Strong communication skills with the ability to manage customer expectations.
• Attention to detail and ability to follow procedural, productivity and quality standards.
• Understanding of regulatory compliance and risk management principles.
• Ability to work independently while collaborating with internal teams.

Required skills