Job Title: Client Services Administrator
Contract Type: Full Time
Contract Length: Permanent
Location: Hessle, East Riding of Yorkshire
Hours: 35 hours per week
What is this document?
We might call it a Job Description, but it’s much more than a title – it’s your guide to success in this role. After reading this, you’ll know exactly what’s expected of you and what it takes to shine at IFP.
Who is this for?
This role is designed for someone with a strong work ethic who’s ready to put in the effort. At IFP, we set high standards because we’re dedicated to delivering our mission, vision and core values. We need someone who shares that commitment – someone who’s not afraid to roll up their sleeves and tackle challenges head-on.
Who do you report to?
You’ll be reporting to our Client Services Manager, Suzie.
Who reports directly to you?
This role doesn’t hold any managerial responsibilities.
What is your ‘why’?
We know the importance of the Client Services Administrator role, but what matters most is that you do, too.
Your ‘why’ is at the heart of our vision of changing lives for the better and our mission that we believe you should be empowered to create a better future. We do this by providing independent financial advice, education and support. You’re in this for the long term, and so are we.
In your role you are at the forefront of showing our clients how important they are to us, by keeping our records fully up to date, chasing progress on new business for them and regularly updating them along the way. Additionally, by being a member of the Client Services team, you will produce regular review reports for clients, keeping them informed and letting them see how close they are to achieving their life goals.
Your dedication to our values; being mindful, acting with integrity and working collaboratively in order to achieve, directly impacts the exceptional service we’re known for. With your input and dedication to the role, our team can continue to earn 5-star reviews, uphold our reputation, and most importantly, make a meaningful difference in the lives of our clients.
Your ‘why’ is about more than just managing tasks; it’s about working with purpose and thriving in your role, ensuring every action you take, contributes to our overarching goal: to change lives for the better, including yours!
How do you know if you’re on track? Ask yourself these key questions regularly:
- Am I ensuring every client record is accurate and can be relied upon?
- Am I building relationships with clients and keeping them fully informed, to give them peace of mind?
- Am I supporting my Advisers to enable them to deliver the high-quality service we strive for?
- Am I working effectively with colleagues across the company in order to collectively achieve the best for our clients?
If you’re answering ‘yes’ to these questions, you’re smashing your role! If not, it’s time to take action. Speak with your line manager to find ways to meet these expectations and get back on track.
Key Responsibilities:
- Provide daily administration support to Financial Planners.
- Ensure that client records are kept up to date and accurate.
- Obtain illustrations, information and valuations from product providers as required.
- Chase business with providers to ensure clients do not suffer unnecessary delays.
- Answer incoming calls, taking initiative to deal with client and provider enquiries.
- Process client administration work; maintaining regular client contact and keeping them informed of progress.
- Produce client review reports within acceptable timeframes.
- Monitor and, where necessary, chase outstanding debtors.
- Ensure processes and workflows/tasks are followed in line with IFP standards.
- Maintain a daily task organiser, planning your workload, ensuring deadlines are met.
- Deliver an efficient, friendly, and professional service for all clients, providers, professional partners, and visitors.
- Work in line with IFP’s CPD scheme and T&C scheme.
- Adhere to the cross-cutting rules and act in the spirit of the Consumer Duty to support the achievement of good Client Outcomes
- Fully supported through completion of CII Certificate in Regulated Financial Services.
Skills & Experience Required:
- GCSE qualified as a minimum, A Level / BTEC Diploma qualification desirable
- Previous administration experience
- Good knowledge of Microsoft 365 programmes and, desirably, Intelligent Office.
- Good organisation skills, with an ability to prioritise workloads and meet deadlines.
- Excellent verbal and written communication skills.
- Good grasp of English language and Mathematical concepts.
- Takes personal responsibility for consistently delivering high quality work with a good level of attention to detail.
Salary and Benefits:
- The salary range for this role is £23,340 to £30,620 per annum, depending on experience and qualification progress towards Certificate qualification.
- We place a strong emphasis on recognising and valuing our employees, and we take pride in the benefits we offer as an organisation, which include:
- 35 hour working week
- Flexi working / working from home
- Bonus scheme
- Exam fees and materials reimbursed
- Pension
- Death in Service
- Critical Illness Cover
- Private Medical Insurance
- Christmas closure
- Enhanced Maternity/Paternity Pay
- Reduced corporate gym membership
- Cycle to work scheme
- Free eyesight testing
- House-move leave
- Team building days / social events
- Training allowances
- Professional body memberships
- Student discounts
- Modern and spacious workspace inc. shower facilities
- Free car parking
- Wellbeing team
- Volunteering programme
- Client referral programme
- Financial guidance
- KP Golf Club membership