Client Experience & Coordination Manager

Navigate Financial; Manly; On-site; AUD 70,000 - 95,000; Full time

Job summary

Navigate Financial is seeking a Client Service Manager to be the central contact between clients and our technical teams across Financial Planning, Accounting, Lending and SMSF. You will facilitate information flow, streamline onboarding, and ensure clients understand what happens next with clear, plain language.

Working alongside advisers, lenders and senior accounting specialists, you will coordinate service delivery, follow up on documents, and maintain accurate client records.

Qualifications

• Experience managing clients or projects and strong administrative skills.
• Excellent written and verbal communication; ability to explain clearly.
• Exceptional client relationship management and stakeholder engagement skills.
• Highly organised with strong time management for multiple priorities and deadlines.
• Calm, friendly approach; build trust and long-term client relationships.
• Strong problem-solving and judgement on when to involve a specialist.
• Proactive, self-motivated and client-focused.
• Comfortable learning new systems and practice management software.
• No SMSF, accounting, tax or lending experience required; in-house training provided.

Responsibilities

• Act as the first point of contact for client enquiries.
• 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, and relay answers back in plain language.
• Oversee client onboarding, including new SMSF onboarding.
• Collect, check and follow up on documents and information 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 repeat themselves and nothing falls through the cracks.
• Maintain accurate client records and notes in our systems.
• Identify opportunities where another service could help a client and refer them to the right team.
• Support projects, process improvements and business initiatives to improve client experience.

Skills

Client management

Project management

Administrative skills

Written communication

Verbal communication

Time management

Relationship management

Stakeholder engagement

Problem solving

Attention to detail

Teamwork

Self-motivation

Systems learning

Education

Tools

Microsoft Office

Practice management software

Client portals

Job description

Navigate Financial is seeking a Client Service Manager to be the central contact between clients and our technical teams across Financial Planning, Accounting, Lending and SMSF. You will facilitate information flow, streamline onboarding, and ensure clients understand what happens next with clear, plain language.

Working alongside advisers, lenders and senior accounting specialists, you will coordinate service delivery, follow up on documents, and maintain accurate client records.