About the job Senior Client Service Officer
About the Role
We are seeking an experienced Senior Client Service Officer / Associate to join our Australian advice business.
Working closely with our advisers, paraplanners and operations team, you will own the day-to-day client experience for a growing client base, many of whom have cross-border financial needs.
This is not a call-centre role.
You will be a senior point of contact for clients, keep advice and service workflows moving, support and guide junior client services staff, and help improve how we deliver service as the business grows.
Why This Role Is Different
At Hoxton, we actively invest in up-to-date advice technology and tools to remove unnecessary admin and red tape.
Our aim is to be as efficient as possible, so our people spend their time on high-value client work and our clients get the best possible experience.
You'll have a real voice in how these tools are adopted and improved.
Key Responsibilities
Client Service & Communication
Act as a senior point of contact for client queries by phone, email and CRM, including escalated or complex matters
Manage inbound and outbound client communications in a timely and professional manner
Coordinate client meetings, review cycles and adviser diaries
Follow up outstanding client requests, documents and third-party information
Advice & Administration Support
Manage new client onboarding, including engagement documents, disclosures and fact find documentation
Prepare and process forms, applications and service requests, including for clients with overseas assets and UK pension transfers
Work with product providers, superannuation funds, and platforms
Manage ongoing service arrangements,



including Ongoing Service Agreement renewals and fee consent tracking
Track advice workflows and make sure files move through each stage on time
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
Work closely with our compliance and Quality Assurance team members and act on review feedback quickly and thoroughly
Review work prepared by junior client services staff, and mentor them
Technology, Process & Improvement
Use our advice technology and tools to work smarter, and help identify new ways to improve efficiency
Help improve client service templates, checklists and workflows
Identify bottlenecks, inefficiencies and recurring issues, and help improve our service process as the business grows
Skills & Experience
3+ years' client services experience in Australian financial advice firms
Sound understanding of advice documents and advice workflows
Experience using financial planning software, research tools and modelling tools
Hands‐on experience with onboarding, platform and super fund paperwork, and ongoing fee arrangements
Excellent written and verbal communication skills
High attention to detail and strong organisational skills




Ability to manage multiple priorities and follow structured processes
Professional, calm, and client-focused approach
Experience mentoring or reviewing the work of other client services staff
Experience with UK pensions or cross-border advice (advantageous, but not essential)
Exposure to compliance or quality assurance processes
Experience with modern advice technology e.g. Marloo
Completed or currently studying a financial adviser related qualification e.g. Bachelor or Graduate Diploma in Financial Planning
Personal Attributes
Client-focused, with a calm and professional approach
Enthusiastic about new technology and better ways of working
Takes ownership and follows tasks through to completion
Calm and organised under deadline pressure
Willing to question processes and suggest improvements
Collaborative, and comfortable working with advisers, paraplanners, operations and compliance across time zones
This role offers exposure to every part of a fast-growing Australian advice business, with cross-border client experience and hands‐on use of advice technology you won't get in a typical practice.
For the right candidate, there is scope to progress into client service management, operations, paraplanning, compliance or a fully licensed Australian financial adviser role 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, including how often it passes QA review first time
Less administrative work for advisers and paraplanners
Contribution to better use of technology, templates and processes
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📌 Senior Client Service Officer (Sydney)
🏢 Hoxton Wealth Group
📍 Sydney