Senior Client Services Officer

CBR Recruitment; Canberra; On-site; AUD 90,000 - 130,000; Full time

Job summary

LPW, a Canberra-based financial planning firm, seeks a Senior Client Services Officer to support the Client Service Manager and lead the client services team. You will mentor junior staff, help onboard new clients, and act as the primary contact for client inquiries in a diligent, detail‑oriented environment.

With experience in financial planning or banking, you will help develop customer service policies, monitor KPIs, and ensure regulatory compliance.

Qualifications

• Experience in financial planning or banking environments.
• Ability to lead and develop a client services team.
• Strong attention to detail and time management.
• Experience mentoring and training team members.
• Understanding regulatory and compliance requirements.
• Knowledge of producing Statements of Advice is highly desirable.

Responsibilities

• Oversee daily operations and manage junior staff.
• Assist, train, and mentor junior team members.
• Support onboarding for new clients.
• Act as a point of contact for clients and inquiries.
• Assist in developing and implementing customer service policies and practices.
• Monitor KPIs and analyze customer feedback.
• Handle escalated or complex client issues with timely resolution.
• Collaborate with advisers and managers to ensure a positive client experience.
• Maintain internal controls and documentation for audits and reviews.
• Ensure compliance with industry regulations and internal policies.

Skills

Leadership

Time management

Mentoring

Regulatory knowledge

Client service

CRM experience

Education

Finance or business administration qualification

Tools

Xplan

BT

SharePoint

Netwealth

Copilot

Claude

Hub24

Job description

CBR Recruitment is delighted to be partnering with LPW to identify an exceptional Senior Client Services Officer to join their growing team. LPW is a values-driven, Canberra-based financial planning firm, distinguished by its commitment to preserving legacy and growing wealth with intention. Working with a diverse range of clients, the firm takes a considered, diligent approach to managing, investing, and protecting wealth.

This is an exciting opportunity for an experienced client services professional to step into a leadership role within a close-knit team that genuinely cares about its clients. In this collaborative environment, every team member contributes to solutions and has exposure to a broad and varied client base.

About the Role

As a Senior Client Services Officer, you will support the Client Service Manager (CSM) in the everyday running of the client services team. You will have a critical commitment to the client services team and their development. This role is ideal for someone with prior experience within a financial planning or banking environment who is passionate about improving the client experience and brings a high level of attention to detail.

Key Responsibilities

Oversee daily operations and manage the performance of junior customer service staff.

Assist, train, and mentor junior team members.

Support advisors with the onboarding process for new clients.

Act as a point of contact for clients and enquiries.

Assist the Advice Manager in the development and implementation of customer service policies, procedures, and best practices.

Help the Practice Manager and Advice Manager to monitor KPIs and analyse customer feedback.

Handle escalated or complex client issues while ensuring timely resolution.

Collaborate with Financial Advisers, Advice Manager, Practice Manager and Senior Paraplanner to ensure a positive client experience.

Assist with maintaining proper internal controls and documentation for audits and regulatory reviews.

Ensure customer service activities comply with industry regulations and internal policies.

What You Will Need

Experience using CRM's such as Xplan and platforms including BT, SharePoint Netwealth, Copilot, Claude or Hub24.

Capability working in a middle management structure.

Strong attention to detail.

The ability to manage tasks and time efficiently.

Experience mentoring and training team members.

An understanding of regulatory and compliance requirements.

Knowledge and experience in basic and complex Statement of Advice production is highly desired.

Equivalent industry experience of qualifications in finance or business administration will be highly regarded.

The Reward

You will be rewarded with a permanent, stable role, competitive remuneration and conditions and the opportunity to become a key member of a supportive, purpose-driven team.

Applications close on Wednesday 18 November 2026.