Member Experience & Operations Coordinator - IFA Administrator

Service Service Employment Agency Limited; Norwich; On-site; GBP 25,000 - 35,000; Full time

Job summary

A well-established financial planning practice in Norwich seeks an administration and support team member. In this role, you will enhance the client experience by managing communications and operations, requiring strong organisational skills and familiarity with key financial software. The team values a supportive culture, offering flexibility and opportunity for career growth.

Benefits

Life cover

8% pension contribution

Technical assistance for exams

Flexible working hours

25 days holiday plus bank holidays

Sick pay scheme

Qualifications

• Proficient in financial planning documentation and ad hoc member admin.
• Must be a capable typist with excellent written English.
• Experience in client-facing roles and conducting fact-finding conversations.

Responsibilities

• Conduct member fact-find calls to gather/update financial information.
• Prepare member planning packs and draft reports.
• Identify workflow inefficiencies and suggest improvements.

Skills

Communication

Attention to detail

Organisational skills

Empathy

Education

Experience in financial planning

Tools

Intelligent Office (Intelliflo)

Voyant

Microsoft Office Suite

Transact

Defaqto

Job description

My client is an independent financial planning practice based in Norwich, covering clients both locally and nationwide. They are currently looking to bolster their administration and support team. As a boutique practice, they provide 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 and flexible hours post-probation and training. The ideal candidate will have experience working in a Financial Planning practice, enabling them to hit the ground running after training. Essential experience includes familiarity with Intelligent Office (Intelliflo), Voyant, Microsoft Office (Word, Excel, Outlook), Transact, and 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 workflows and suggest improvements.
• Support a culture of continuous improvement by streamlining 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 eager to contribute to a growing business.

Essential Experience

You must have experience 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 over time

Benefits include life cover, 8% pension contribution, technical assistance with exam modules, flexible working hours, 25 days holiday plus bank holidays, and a sick pay scheme.