Senior Client Service Officer

About the Role

We are seeking an experienced Senior Client Service Officer / Associate to join our Australian advice business. Working closely with our advisers, paraplanners and operations team, you will own the day-to-day client experience for a growing client base, many of whom have cross-border financial needs.

This is not a call-centre role. You will be a senior point of contact for clients, keep advice and service workflows moving, support and guide junior client services staff, and help improve how we deliver service as the business grows.

Why This Role Is Different

At Hoxton, we actively invest in modern advice technology and tools to remove unnecessary admin and red tape. Our aim is to be as efficient as possible, so our people spend their time on high-value client work and our clients get the best possible experience. You'll have a real voice in how these tools are adopted and improved.

Key Responsibilities

Client Service & Communication

• Act as a senior point of contact for client queries by phone, email and CRM, including escalated or complex matters
• Manage inbound and outbound client communications in a timely and professional manner
• Coordinate client meetings, review cycles and adviser diaries
• Follow up outstanding client requests, documents and third-party information

Advice & Administration Support

• Manage new client onboarding, including engagement documents, disclosures and fact find documentation
• Prepare and process forms, applications and service requests, including for clients with overseas assets and UK pension transfers
• Work with product providers, superannuation funds, and platforms
• Manage ongoing service arrangements, including Ongoing Service Agreement renewals and fee consent tracking
• Track advice workflows and make sure files move through each stage on time

Compliance & Quality

• Ensure all client interactions and records meet compliance and record-keeping standards
• Support advisers and paraplanners with checklist-driven processes
• Maintain accurate file notes and documentation
• Work closely with our compliance and Quality Assurance team members and act on review feedback quickly and thoroughly
• Review work prepared by junior client services staff, and mentor them

Technology, Process & Improvement

• Use our advice technology and tools to work smarter, and help identify new ways to improve efficiency
• Help improve client service templates, checklists and workflows
• Identify bottlenecks, inefficiencies and recurring issues, and help improve our service process as the business grows

Skills & Experience

Essential

• 3+ years' client services experience in Australian financial advice firms
• Sound understanding of advice documents and advice workflows
• Experience using financial planning software, research tools and modelling tools
• Hands-on experience with onboarding, platform and super fund paperwork, and ongoing fee arrangements
• Excellent written and verbal communication skills
• High attention to detail and strong organisational skills
• Ability to manage multiple priorities and follow structured processes
• Professional, calm, and client-focused approach

Desirable

• Experience mentoring or reviewing the work of other client services staff
• Experience with UK pensions or cross-border advice (advantageous, but not essential)
• Exposure to compliance or quality assurance processes
• Experience with modern advice technology e.g. Marloo
• Completed or currently studying a financial adviser related qualification e.g. Bachelor or Graduate Diploma in Financial Planning

Personal Attributes

• Client-focused, with a calm and professional approach
• Enthusiastic about new technology and better ways of working
• Takes ownership and follows tasks through to completion
• Calm and organised under deadline pressure
• Willing to question processes and suggest improvements
• Collaborative, and comfortable working with advisers, paraplanners, operations and compliance across time zones

Career Path & Development

This role offers exposure to every part of a fast-growing Australian advice business, with cross-border client experience and hands-on use of advice technology you won't get in a typical practice. For the right candidate, there is scope to progress into client service management, operations, paraplanning, compliance or a fully licensed Australian financial adviser role over time.

Remuneration

• Competitive salary based on experience
• Performance and progression opportunities

How Success Is Measured

• Quality and timeliness of client service

• Accuracy and completeness of documentation, including how often it passes QA review first time
• Less administrative work for advisers and paraplanners
• Contribution to better use of technology, templates and processes
• Development of junior team members