Tool Shop Retail Lead: Tools Expert & Customer Service Pro

Ally Fashion; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

Hoxton Wealth is seeking a capable Customer Service Officer / Associate to support our Australian advice business. This frontline role ensures clients are serviced efficiently, professionally, and in line with regulatory standards.

You will work with advisers, paraplanners, and operations to manage day-to-day servicing, onboarding, and documentation, allowing advisers to focus on advice delivery and client relationships.

Qualifications

• Experience in Australian financial services, professional services, or regulated environments.
• Strong written and verbal communication skills with high attention to detail.
• Ability to manage multiple priorities and follow structured processes.
• Proficient with CRMs, document management systems, and Microsoft/Google tools.

Responsibilities

• Act as primary contact for client queries via phone, email, and CRM.
• Coordinate meetings, appointments, and adviser diaries.
• Assist with onboarding new clients, including engagement documents.
• Manage fact find documentation, data integrity, and CRM updates.
• Prepare and process forms, applications, and service requests.
• Liaise with product providers, superannuation funds, and platforms.
• Track advice workflows and ensure tasks progress through required stages.
• Ensure all client interactions and records meet compliance standards.
• Support advisers and paraplanners with checklist-driven processes.

Skills

CRM experience

Communication skills

Attention to detail

Organisational skills

Financial services exp

Tools

CRM software

MS Office

Job description

Hoxton Wealth – Customer Service Officer / Associate

Company Overview: Hoxton Wealth is a global financial services firm with offices in key locations, including Cyprus, the United States, the United Kingdom, Dubai, South Africa, and Australia. The company leverages a tech and tax-led approach to financial planning, combining innovative technology solutions with deep expertise in tax-efficient strategies to deliver comprehensive wealth management services. With over £5 billion in assets under management (AUM), Hoxton Wealth is committed to helping clients achieve their financial objectives through personalized investment solutions, cross-border financial planning, and long-term strategies for wealth growth and preservation.

About the role: We are seeking a capable and commercially minded Customer Service Officer / Associate to support our Australian advice business. This role sits at the front line of the client experience and is critical to ensuring clients are serviced efficiently, professionally, and in line with Australian regulatory standards. This is not a call-centre role. It suits someone who is organised, detail-oriented, and comfortable working in a professional financial services environment, supporting advisers, paraplanners, and operations. The successful candidate will take ownership of day-to-day client servicing, administration, and process execution, freeing advisers to focus on advice delivery and relationship management.

• Act as a primary point of contact for client queries via phone, email, and CRM
• Manage inbound and outbound client communications in a timely and professional manner
• Coordinate meetings, appointments, and adviser diaries
• Follow up outstanding client requests, documentation, and third‑party information
• Assist with onboarding new clients, including engagement documents and disclosures
• Manage fact find documentation, data integrity, and CRM updates
• Prepare and process forms, applications, and service requests
• Liaise with product providers, superannuation funds, and platforms
• Track advice workflows and ensure tasks progress through required stages
• 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
• Identify process gaps, inefficiencies, and recurring issues and escalate appropriately
• Support internal teams across administration, paraplanning, and advice delivery
• Assist with ongoing service activities such as reviews, reporting, and follow-ups
• Contribute to improving systems, templates, and workflows

Skills & Experience – Essential

• Experience in Australian financial services, professional services, or regulated environments
• Strong written and verbal communication skills
• High attention to detail and strong organisational skills
• Confidence using CRMs, document management systems, and Microsoft/Google tools
• Ability to manage multiple priorities and follow structured processes
• Professional, calm, and client-focused approach

Skills & Experience – Desirable

• Experience in financial planning, superannuation, or wealth management
• Familiarity with SOAs, ROAs, and advice workflows
• Experience dealing with super funds, platforms, or insurers
• Exposure to compliance or quality assurance processes
• UK financial planning experience/knowledge is advantageous but not vital

Personal Attributes

• Practical and solutions-focused
• Comfortable working with structure, checklists, and deadlines
• Able to take ownership and follow tasks through to completion
• Resilient and composed under pressure
• Willing to question processes and suggest improvements

Career Path & Development

This role offers exposure to all parts of an Australian advice business. For the right candidate, there is scope to progress into senior operations, paraplanning, adviser support or fully licensed Australian financial adviser roles 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
• Reduction in adviser and paraplanner administrative burden
• Contribution to improved client experience and operational efficiency