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 contemporary 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 Essential

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

Desirable

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

Career Path & Development 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

📌 Senior Client Service Officer (Sydney)
🏢 Hoxton Wealth Group
📍 Sydney