Senior Client Services Administrator

Responsibilities

• Delivering all Client Services Administrator duties to a consistently high standard.
• Acting as a subject matter expert for key client lifecycle processes, including: Letters of Authority (LOAs), Data updates, Existing policy schedules, Client retention, Reallocations, Offboarding activities.
• Handling complex and escalated client queries professionally and efficiently.
• Supporting colleagues with procedural guidance and best practice.
• Assisting with the onboarding, training and mentoring of new starters.
• Contributing to the development and maintenance of training materials, guides and process documentation.
• Performing quality checks on administrative output and identifying trends or areas for improvement.
• Managing complex information gathering, provider chases and detailed client cases.
• Supporting operational improvement initiatives and project work across the department.
• Providing cover for colleagues and supporting the Team Leader during peak periods when required.
• Preparing and coordinating pre-meeting information and client documentation.
• Supporting meeting bookings, client correspondence and administration activities throughout the client lifecycle.

Requirements

• Previous experience within a Financial Planning or regulated environment.
• Excellent organisational skills and high attention to detail.
• Proficiency in Microsoft Office applications, particularly Word, Excel, and Outlook (Office 365).
• Confident in handling varied client interactions, with empathy and professionalism.
• Strong written communication skills, with the ability to produce well-presented documents.
• Capable of managing multiple tasks and prioritising workload effectively.
• Able to handle sensitive and confidential information with discretion and professionalism.

Core Competencies

Demonstrates expertise in client lifecycle processes, including Letters of Authority and client retention, while maintaining high standards in administrative duties and quality checks. Proficient in Microsoft Office applications and skilled in managing sensitive information with professionalism and discretion.

Tools & Technologies

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook