Client Service Manager

Navigate Financial; Manly; Presencial; AUD 70 000 - 95 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

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

Formação académica

Ferramentas

Microsoft Office

Practice management software

Client portals

Descrição da oferta de emprego

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 new 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.