About the role

The Client Service Manager is the central point of contact between our clients and our technical teams across Financial Planning, Accounting, Lending and Self-Managed Superannuation Funds (SMSF). The role acts as a facilitator and bridge, making sure clients get the information they need quickly, in plain language, and always know what happens next. Working closely with our advisers, lenders and a senior accounting specialist with over 20 years' experience, the Client Service Manager will pass on complex technical questions, coordinate service delivery across the business and make onboarding simple for every new client, including new SMSF clients. No technical background is required. Our experienced team will train you in-house, so your focus is on delivering an outstanding client experience.

Key responsibilities

- Act as the first point of contact for client enquiries, responding promptly and clearly.

- Act as the bridge between clients and our Financial Planning, Accounting, Lending and SMSF teams to coordinate service delivery and resolve queries.

- Route technical questions to the right specialist, including our senior accounting expert, and relay answers back to clients in simple, practical terms.

- Oversee client onboarding, treating current SMSF onboarding like any other client onboarding: simple, consistent and easy for the client.

- Collect, check and follow up on the documents and information needed from clients.

- Send clients timely updates, checklists, forms and information so they never need to chase us.





- Coordinate work across teams so clients don't have to repeat themselves and nothing falls through the cracks.

- Maintain accurate client records and notes in our systems.

- Identify opportunities where another service in our business could help a client and refer them to the right team.

- Support projects, process improvements and business initiatives that improve client experience and operational efficiency.

- Assist in maintaining compliance with relevant processes and requirements, with training provided.

About you

- Experience managing clients or projects, and strong administrative skills.

- Excellent written and verbal communication skills, with the ability to explain things clearly and simply. This is the most important requirement for the role.

- Exceptional client relationship management and stakeholder engagement skills.

- Highly organised, with excellent time management and the ability to manage multiple clients, priorities and deadlines.

- Strong problem-solving skills and sound judgement on when to involve a specialist.

- Calm, friendly and helpful approach, with the ability to build trust and maintain long-term client relationships.

- High attention to detail and strong follow-through.

- Proactive, self-motivated and client-focused.

- Strong collaboration and teamwork skills, with the ability to work effectively across multiple business functions.

- Comfortable learning new systems, such as practice management software, Microsoft Office and client portals.

- Continuous improvement mindset, with the ability to identify and implement process efficiencies.

- No SMSF, accounting, tax or lending experience is required. Full in-house training is provided.

📌 Client Service Manager (Manly)
🏢 Navigate Financial
📍 Manly