Client Care Administrator – Pensions & Investments

South Manchester (Hybrid working)

Free onsite and secure parking

Salary: up to £30,000

An ambitious and fast-growing financial planning business based in South Manchester is looking to recruit an experienced Client Care Manager to join its expanding team.

This is a pivotal, client-facing role at the heart of the business, supporting advisers, paraplanners and clients to ensure a smooth, accurate and professional service experience. The role offers strong development opportunities within a supportive environment and exposure to high-quality financial planning processes.

The Role

The Client Care Manager position focuses on three core areas that make up the majority of day-to-day activity:

Appointment Making & Adviser Diary Management

• Booking annual reviews, acquisition introductions, analysis meetings and sign-up meetings (face-to-face and virtual)
• Coordinating adviser meetings efficiently, grouping clients by location where possible
• Managing appointment requests via internal workload trackers and adviser request forms
• Reviewing upcoming annual reviews three months in advance and agreeing formats and schedules with advisers
• Maintaining accurate, organised and up-to-date adviser diaries

Letters of Authority (LOA) & Transfers of Service (ToS)

• Managing LOA and ToS trackers and issuing requests to providers
• Processing LOAs for onboarding clients, ad-hoc adviser requests and acquisition cases
• Proactively chasing providers for outstanding information
• Ensuring authority is in place across all relevant client plans
• Requesting and collating policy information where required
• Maintaining accurate records across all systems and trackers

Processing Provider Documentation (Client Care Handover)

• Processing provider documentation following handover from paraplanners and client servicing teams
• Managing internal work requests and ensuring timely completion
• Completing tasks including fee increases, fund switches and Bed & ISA transactions
• Reviewing paraplanning work prior to submission to providers

Additional Responsibilities

• Answering incoming calls on the main office line and directing queries appropriately
• Logging and distributing incoming and outgoing post
• Attending weekly adviser catch-ups to review workloads and priorities
• Issuing client surveys following reviews, new business, fee changes and no-change reviews
• Supporting the wider Client Care and Client Servicing teams when required
• Ordering stationery and assisting with general office requirements
• Ensuring all client data is accurate, compliant and maintained to company standards

Key Skills & Attributes

• Strong organisational skills with the ability to manage multiple priorities
• Excellent written and verbal communication skills
• Confident using Microsoft Excel, Word and cloud-based systems (e.g. Google Sheets)
• High attention to detail and accuracy
• Proactive, collaborative and team-focused approach
• Comfortable working in a fast-paced, growing environment
• Motivated by delivering positive client outcomes and strong adviser support

Package & Benefits

• Competitive salary
• Hybrid working (office-based in South Manchester, hybrid available after probation)
• 25 days holiday plus bank holidays
• Birthday holiday
• Group pension scheme (5% employer contribution)
• On-site gym
• Health Shield plan
• Free on-site parking

Apply today via NJR Recruitment quoting the reference NJR16554

Please note: Due to a high volume of applications, if your CV does not reflect the essential requirements, or you answer ‘no’ to key screening questions, we may not be able to contact you.