Client Relationship Manager & Ops Assistant

Client Relationship Manager & Ops Assistant
Wellington (South West)
Job title:

Client Relationship Manager & Ops Assistant

Reporting to:

Operations Director

Date of Issue:

April 2026

Overview
This role can be split into two equal parts; providing administrative support for Financial Consultants & being an Operations Assistant. The main purpose of the Operations Assistant role is to work with the Operations Director to generate, prepare and analyse data as required on a regular and ad‑hoc basis. At times, the role will also be required to assist on projects across the Chetwood Group.

This role is intended to operate across all financial services companies within the Chetwood Group. Currently Chetwood Wealth Management Limited, Darnells Wealth Management Limited, and Ermin Fosse Financial Management LLP.

The main place of work for this role is the Chetwood Wealth Management office in Wellington, however, travel between offices might become necessary as the role develops.

Client Relationship Manager

Provide a friendly and professional point of contact for clients and enquiries (by phone, email and in person).

Organise existing and prospective client meetings and actively manage Financial Consultants diary and workload, if required by the Financial Consultants.

Liaise with clients on any administration queries they may have.

Manage client service needs and client expectations to ensure client satisfaction.

Ensure action points resulting from client meetings get diarised and dealt with.

Processing of New Business

Preparation of meeting packs, to include new business for signing up

Completion, submission and follow up of applications, ensuring new business cases are processed in a timely and compliant manner

Check accuracy and completeness of all documentation

Requesting required documentation from clients and sending policy documents to clients

Ordering quotes and requesting policy details for consultants

Ensure fund switches / rebalances and other trades are carried out accurately and within company timescales.

Client Reviews

Organise client review meetings as per the ‘Review Process’, if required by the Financial Consultant

Preparation of client valuation reports, client review reports and maintaining client files to satisfy compliance requirements

Ensure follow up letters are sent in a timely mannerEnsure implementation of agreed actions

Other CRM Duties

General administrative support including scanning, photocopying, faxing, letter writing and other applicable duties

Maintenance of client records on the back office system (currently Intelligent Office)

Uploading file notes to the back office system, following client or company contact

Submitting and processing surrender requests, death claims etc

Provide Holiday and Sickness cover for other CRM’s across the group

Ensure that significant risk issues are referred to the Operations Manager where appropriate

Make a constructive contribution to the continuing development of the team and group of companies.

Proactively enhance industry knowledge, through external and internal sources

Operations Assistant

Contribute to the distribution of the group’s Quarterly Reporting process/es as required. To include, but not limited to, producing data, creating mail merges, communicating process internally, using Mailchimp / third party mailing provider.

To produce regular Management Information, to include but not limited to;

Weekly New Business Summary

Paraplanning Pipeline / Completed Suitability Reports

Expected Income

Client Review completion rates

Key Performance Indicators (Consultants)

To produce data as required for group projects, using the group back‑office system (Intelligent Office) and the providers /platforms used by the group firms.

Assist in the production of data for FCA regulatory reporting and ad‑hoc reporting requirements.

Contribute to group wide projects as required.

Contribute to the development of group wide administration processes and documents used by the group e.g. Client Meeting Sheet.

Work with the Operations Director to communicate and train on changes to the group firms as required. Monitor consistency and use via regular reviews.

Knowledge, Skills, Experience

Demonstrate practical awareness and basic knowledge of retail financial products and current regulatory expectations

Analytical in solving tasks with a keen attention for detail

Possess excellent organisational and time management skills with an ability to work under pressure and prioritise

Deliver effective and positive communication

Demonstrate competent use of IT – particularly use of Excel spreadsheets including filtering and pivot tables

Previous experience using Intelligent Office to produce data

Desire to complete tasks to the highest standards and in a timely fashion, taking ownership and accountability for own actions

A positive and proactive approach to work and a desire to help and support the wider team

Calm and considered outlook in approach to problem solving.

This Job Description may be reviewed and subsequently amended to better reflect any changes required in the role.

#J-18808-Ljbffr