Job Description

Head of Client Servicing

Location: Brighton, East Sussex (hybrid working)

Salary: £30,000-£35,000

Our client is looking to appoint an experienced and highly organised Head of Client Servicing to join their established financial planning practice. This is a pivotal role that sits at the heart of the client experience function, working closely with a team of financial advisers to ensure seamless, professional, and proactive client engagement throughout the service cycle.

The successful candidate will take ownership of client meeting coordination, communication workflows, data integrity, and service quality — acting as the central point of contact for all matters relating to client servicing operations.

Key Responsibilities

1. Client Meeting Coordination

• Manage end-to-end scheduling of client review meetings on behalf of the adviser team, ensuring all appointments are booked in a timely and organised manner.
• Integrate with adviser diary systems and scheduling platforms (including calendar syncing tools) to coordinate availability and confirm appointments efficiently.
• Issue meeting invitations and pre-meeting reminders to clients and advisers via the CRM system, ensuring all parties are informed well in advance.

2. Client Communication & Relationship Management

• Manage personalised client communications, including milestone and seasonal correspondence, to support ongoing relationship development.
• Coordinate the distribution of client satisfaction surveys and facilitate the collection of online reviews and testimonials as part of post-meeting follow-up activity.
• Ensure all follow-up communications are embedded consistently within the post-meeting process, delivered via email or telephone.

3. Review Process Support

• Develop and maintain standardised templates and supporting documentation to ensure a consistent and efficient approach to client review preparation.
• Use the review cycle as a structured opportunity to verify and update client contact information and records within the CRM, maintaining a high standard of data accuracy.

4. Reporting & Performance Management

• Produce and distribute regular reports to the adviser team detailing upcoming client reviews, ensuring proactive preparation and scheduling.
• Track and report on key client servicing metrics, including feedback scores, review completion rates, and communication activity.
• Collaborate with senior stakeholders to provide data and insight that supports the continuous improvement of client servicing performance, with a focus on maintaining agreed service quality benchmarks.

5. CRM & Data Management

• Take ownership of CRM data quality, ensuring all client records — including contact details, interaction history, and review status — are accurately maintained and consistently updated.
• Act as a key user of the CRM platform, supporting advisers in accessing relevant client information and ensuring the system reflects the most current data at all times.

Skills & Experience Required

• Demonstrable experience in a client services, practice management, or senior administrative role, ideally within a financial services or wealth management environment.
• Strong working knowledge of CRM platforms and scheduling tools, with the ability to manage complex diary coordination across multiple stakeholders.
• Excellent written and verbal communication skills, with a high level of attention to detail.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and familiar with cloud-based productivity tools.
• Highly organised with the ability to manage competing priorities, work independently, and meet deadlines without close supervision.
• A client-first approach with a genuine commitment to delivering an outstanding service experience.
• Prior exposure to online review platforms or client satisfaction tools would be advantageous.