Client Services Manager
Hessle, East Riding of Yorkshire
Vacancy listed 23/06/2026
Application deadline 17/07/2026
Details
What is this document?

We might call it a Job Description, but it’s much more than a title - it’s your guide to success in this role. After reading this, you’ll know exactly what’s expected of you and what it takes to shine at IFP.

Who is this for?

This role is designed for someone with a strong work ethic who’s ready to put in the effort. At IFP, we set high standards because we’re dedicated to delivering our mission, vision and core values. We need someone who shares that commitment - someone who’s not afraid to roll up their sleeves and tackle challenges head-on.

What is the ‘official’ title for this role?

Client Services Manager

Who do you report to?

You’ll be reporting to our Director of Finance and Operations, Sarah.

Who reports directly to you? 

You will be responsible for the Client Services Team, currently made up of 9 individuals.

What is your ‘why’?

We know the importance of the Client Services Manager role, but what matters most is that you do, too.

Your 'why' is at the heart of our vision of changing lives for the better and our mission that we believe you should be empowered to create a better future. We do this by providing independent financial advice, education and support. You’re in this for the long term, and so are we.

In your role you are at the forefront of showing our clients how important they are to us, by ensuring your team keep our records fully up to date, chase progress on new business and regularly update clients along the way. You, essentially, have responsibility for guiding and motivating the team to deliver good customer outcomes at every opportunity and ensuring they have the knowledge, skills and tools to do so.

Your dedication to our values; being mindful, acting with integrity and working collaboratively in order to achieve, directly impacts the exceptional service we’re known for. With your input and dedication to the role, our team can continue to earn 5-star reviews, uphold our reputation, and most importantly, make a meaningful difference in the lives of our clients.

Your 'why' is about more than just managing tasks; it's about working with purpose and thriving in your role, ensuring every action you take, contributes to our overarching goal: to change lives for the better, including yours! 

Key Responsibilities:

-             Working collaboratively with the Leadership Team to create, develop and implement strategic and procedural initiatives (Objectives and Key Results). 
-             Continuous monitoring of efficiency and effectiveness of processes across the Client Services team, implementing improvements whenever necessary. 
-             Creation and ongoing management of the Client Services team’s individual personal development plans. 
-             Ensuring the provision of daily administration support to Financial Planners is completed to a high standard. 
-             Management of staff absences and authorising annual leave. 
-             Handling staff disciplinary issues for the Client Services team.
-             Handling recruitment of new staff to the Client Services team.
-             Regular, effective communication with both your line manager and Client Services Team Leader/SCSE. 
-             Consistently displaying IFP’s Core Values.
-             Providing your team with the tools and resources to complete their role.
-             Providing support and training to educate and guide other staff members across the company.
-             Organisation of Client Services Team projects and delegating to those appropriate within the team when required.
-             Fully supported through completion of CII Certificate in Regulated Financial Services and CMI Chartered Manager.
-             Work in line with IFP’s Training & Competence Scheme. 
-             Ensure that the firm has adequate resource and the systems and controls in place to evidence that the Consumer Duty has been embedded and that good outcomes are being delivered.
-             Ensure business decisions and priorities are aligned with the Consumer Duty and Cross Cutting Rules to achieve good Client Outcomes.

Overseeing and Taking Responsibility for (With the assistance of a Senior Client Services Executive where applicable)

-             Pastoral care of the team, including holding regular one to one’s with team members.
-             Training and development of the team including organising and monitoring Client Services team training and writing training guides and processes for any work taken on by the team where needed.
-             Creating a positive, supportive culture where colleagues feel confident and motivated.
-             Continuous monitoring of competence of the team.
-             Ensuring all CPD is completed within the team.
-             Workload management of the team.
-             Monitoring and redistributing/completing tasks and emails for any team members on sick leave.
-             Communications between Client Services team and other teams and dealing with any queries.
-             Maintaining/Improving efficiencies across the team.
-             Ensuring excellent customer service is provided by the team.
-             Responsible for the smooth running and ongoing management of the team.
-             Managing the productivity, efficiency, priorities and behaviours of the team.
-            Weekly meetings with team to deliver all relevant communications, confirm allocation of work, deal with any team queries or issues, etc and record minutes.

Skills & Experience Required:

-             Previous administration and client service experience essential
-             Previous managerial experience essential
-             Achieved/working towards Chartered Manager desirable
-             Knowledge of Financial Services industry desirable
-             Excellent knowledge of Microsoft 365 programmes and, desirably, Intelligent Office
-             Excellent organisation skills, with an ability to prioritise workloads and meet deadlines
-             Demonstrable skills in the ability to lead, motivate and discipline staff
-             Excellent verbal and written communication skills
-             Good grasp of English language and Mathematical concepts
-             Takes personal responsibility for consistently delivering high quality work with an excellent level of attention to detail
-             Open, honest & approachable



Benefits

The starting salary for this role is £36,712 which, on our 35 hour working week, works out at £20.17 per hour. For comparison, for a standard working week of 37.5 hours this is the equivalent of £39,334, but we opt for reduced hours as we’re passionate about protecting our work-life balance.
Increments are then added, depending on managerial experience and qualification progress towards Chartered status along with a generous benefits package.

We place a strong emphasis on recognising and valuing our employees, and we take pride in the benefits we offer as an organisation, which include:

o Flexi working
o Hybrid working
o Bonus scheme
o Exam fees and materials reimbursed
o Pension
o Death in Service
o Critical Illness Cover
o Private Medical Insurance
o Christmas closure
o Enhanced Maternity/Paternity Pay
o Reduced corporate gym membership
o Cycle to work scheme
o Free eyesight testing
o House-move leave
o Team building days / social events
o Training allowances
o Professional body memberships
o Student discounts
o Modern and spacious workspace inc. shower facilities
o Free car parking
o Wellbeing team
o Volunteering programme
o Financial guidance
o KP Golf Club membership

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