Company Overview: Hoxton Wealth is a global financial services firm with offices in key locations, including Cyprus, the United States, the United Kingdom, Dubai, South Africa, and Australia. The company leverages a tech and tax-led approach to financial planning, combining cutting-edge technology solutions with deep expertise in tax-efficient strategies to deliver comprehensive wealth management services. With over £2.5 billion in assets under management (AUM), Hoxton Wealth is committed to helping clients achieve their financial objectives through personalized investment solutions, cross-border financial planning, and long-term strategies for wealth growth and preservation.
About the role:
We are seeking a capable and commercially minded Customer Service Officer / Associate to support our Australian advice business. This role sits at the front line of the client experience and is critical to ensuring clients are serviced efficiently, professionally, and in line with Australian regulatory standards.
This is not a call-centre role. It suits someone who is organised, detail-oriented, and comfortable working in a professional financial services environment, supporting advisers, paraplanners, and operations.
The successful candidate will take ownership of day-to-day client servicing, administration, and process execution, freeing advisers to focus on advice delivery and relationship management.
Key Responsibilities:
Client Service & Communication:
Act as a primary point of contact for client queries via phone, email, and CRM
Manage inbound and outbound client communications in a timely and professional manner




Coordinate meetings, appointments, and adviser diaries
Follow up outstanding client requests, documentation, and third-party information
Advice & Administration Report:
Assist with onboarding new clients, including engagement documents and disclosures
Manage fact find documentation, data integrity, and CRM updates
Prepare and process forms, applications, and service requests
Liaise with product providers, superannuation funds, and platforms
Track advice workflows and ensure tasks progress through required stages
Process, Compliance & Quality:
Ensure all client interactions and records meet compliance and record-keeping standards
Support advisers and paraplanners with checklist-driven processes
Maintain accurate file notes and documentation
Identify process gaps, inefficiencies, and recurring issues and escalate appropriately
Operational Support:
Support internal teams across administration, paraplanning, and advice delivery
Assist with ongoing service activities such as reviews, reporting, and follow-ups
Contribute to improving systems, templates, and workflows
Skills & Experience
Essential
Experience in Australian financial services, professional services, or regulated environments




Strong written and verbal communication skills
High attention to detail and strong organisational skills
Confidence using CRMs, document management systems, and Microsoft/Google tools
Ability to manage multiple priorities and follow structured processes
Professional, calm, and client-focused approach
Desirable
Experience in financial planning, superannuation, or wealth management
Familiarity with SOAs, ROAs, and advice workflows
Experience dealing with super funds, platforms, or insurers
Exposure to compliance or quality assurance processes
UK financial planning experience/knowledge is advantageous but not vital
Personal Attributes
Practical and solutions-focused
Comfortable working with structure, checklists, and deadlines
Able to take ownership and follow tasks through to completion
Resilient and composed under pressure
Willing to question processes and suggest improvements
Career Path & Development
This role offers exposure to all parts of an Australian advice business. For the right candidate, there is scope to progress into senior operations, paraplanning, adviser support or fully licensed Australian financial adviser roles over time.
Remuneration
Competitive salary based on experience
Performance and progression opportunities
How Success Is Measured
Quality and timeliness of client service
Accuracy and completeness of documentation
Reduction in adviser and paraplanner administrative burden
Contribution to improved client experience and operational efficiency

📌 Customer Service Officer (Sydney)
🏢 Hoxton Wealth
📍 Sydney