Client Services Administrator – Administrative Support

About the role

The Client Services Administrator provides comprehensive administrative and client support to Financial Planners and Relationship Managers. Working under the Manager of HR & Administration, the role ensures all client‑related activities comply with responsible business practices and Consumer Duty principles.

Key responsibilities

• Process new business, incremental business, surrenders, encashments, switches and policy alterations using internal IT systems, ensuring accuracy and timeliness.
• Maintain case files from initiation to completion, issue policy documents and contract notes, and upload scanned documents.
• Coordinate with providers on address changes, trustee appointments/retirements and death cases, liaising with legal parties when required.
• Prepare client files for Financial Planners, update client information before meetings and highlight outstanding compliance requirements.
• Collate documents and illustrations for financial plans, manage letters of authority and retrieve policy information from online sources.
• Handle enquiries from insurance companies and clients, provide accurate information, and record details in the IT system.
• Check daily tasks, chase outstanding entries, obtain quotations for corporate clients and produce client valuations.
• Update client Factfinds after meetings, set up portfolios and arrange PFP access where appropriate.
• Chase initial fees from providers to protect cash flow and analyse client profit‑and‑loss reports.
• Cover reception duties as needed, maintaining a professional and tidy client‑facing area.

Required profile

• Strong attention to detail and ability to follow processes from start to finish.
• Excellent organisational skills with the capacity to manage multiple client files simultaneously.
• Good communication skills for liaising with providers, legal parties and internal teams.
• Proactive attitude to identify training needs and support continuous improvement.

Required skills

• Proficiency with internal IT systems for data entry, document management and reporting.
• Experience handling policy documentation, client correspondence and financial plan materials.