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Member Experience & Operations Coordinator - IFA Administrator
Job Posted: 4 days ago
Salary: £ 26,000 - 32,000 / Annum
Job Type: Permanent
Location: Norwich, Norfolk
Expire in: 23 days
Job Description
My client is an independent financial planning practice based in Norwich and covering clients both locally and nationwide, currently looking to bolster their administration and support team.
As a boutique practice, my client provides independent advice across a diverse range of cases including Pensions, Investments, Protection, IHT, Tax & Retirement planning.
The suitable candidate will need to work independently with confidence with the possibility of some remote work with flexible working available post probation and training.
The ideal candidate will currently work in a Financial Planning practice so able to hit the ground running following some training, it is essential to have experience of Intelligent Office (Intelliflo), Voyant, Microsoft Office (Word, Excel, Outlook), Transact & Defaqto.
Role Purpose
To enhance and maintain a frictionless, professional, and personal member experience by owning all operational, administrative, and communication processes that underpin our purpose led financial planning service.
Key Responsibilities
Member Experience & Communication
* Conduct member fact-find calls (telephone or teams) to gather/update key financial information.
* Be a friendly and professional point of contact for member queries and updates.
* Ensure all communications reflect our tone: warm, personal, and trustworthy.
* Send birthday cards, Christmas cards, and appropriate gifts for special occasions.
Review & Planning Preparation
* Prepare member planning packs, valuations, and reports using Intelligent Office, MS office, Voyant, Defaqto, and provider sites.
* Draft new business reports and recommendation documents for adviser approval.
* Ensure documents are accurate, consistent, and produced within agreed timeframes.
Ongoing Admin & Operations
* Process ad hoc member requests (e.g. withdrawals, changes, admin queries).
* Conduct monthly operational checks (e.g. cash balances, platform feeds, compliance tasks).
* Maintain up-to-date and compliant records across IO, Dashlane, Transact, and DocuSign.
* Monitor pipelines and workflows to ensure nothing slips through the cracks.
Process Improvement
* Identify inefficiencies in my clients workflows and suggest improvements.
* Support a culture of continuous improvement by helping streamline current processes.
* Take ownership of delegated tasks.
Who You Are
* A strong communicator who enjoys helping people and making a difference.
* Organised, accurate, and detail-oriented — someone who naturally spots errors or gaps.
* Comfortable working at pace, juggling multiple deadlines and member needs.
* Friendly and empathetic, able to speak confidently with high-net-worth individuals.
* Self-motivated, reliable, and excited to contribute to a business on a growth journey.
Essential Experience
You must have experience of working in a financial planning or wealth management firm, including:
* Preparing member (client) review documentation
* Drafting new business and recommendation reports & associated paperwork
* Conducting fact-finding conversations with members
* Handling ad hoc member admin and investment withdrawals
* Performing monthly operations checks (e.g. cash balances, feed integrity)
* Using the following IT systems confidently:
Intelligent Office (Intelliflo)
Voyant
Microsoft Office (Word, Excel, Outlook)
Transact
Defaqto
* You must also be a proficient typist with excellent written English.
What my clients offer
A supportive and ambitious team culture
A long-term role in a growing, purpose-led business
Structured workflows, clear expectations, and ongoing development
Opportunity to grow into a more senior operations or practice manager role in time
Competitive salary, holiday allowance, and flexibility where needed
Benefits:
Life Cover
8% Pension contribution
Technical assistance with exam modules
Flexible working hours
Holiday 25 days plus bank holidays
Sick pay schemeBefore You Apply
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- Bank details.
- National Insurance number.
- Date of birth.
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