Head of Client Services

Head of Client Services Lead the engine room of a growing, boutique Chartered wealth firm Location: Bradford-on-Avon, Wiltshire Salary: Up to £60,000 The opportunity We’re working with a boutique, Chartered, high-net-worth financial planning firm on a clear upward trajectory — growing, acquiring practices and investing in new technology. They need a Head of Client Services to lead their operations and act as the “glue” between the advice, technology, HR and leadership teams. It’s two opportunities in one: a step up for an ambitious senior paraplanner ready for leadership — or a strategic move for an established client services or operations leader who wants real autonomy. The role is structured to support that step. Why it stands out • M&A integration is part of the role — deal-adjacent exposure most operational roles never get near. • A seat at the firm’s tech transformation: client app, document portal, digital signatures, AI and compliance tools. • Real breadth and seniority — you’ll influence the whole business, not one function. • A clear route up: shadow the HR Director for 6–12 months, then report directly to the MD. • Premium, boutique clients and a genuine “business owner” culture, with full backing for your qualifications. The role You’ll lead and develop the administration, platform and client relations teams to deliver an outstanding, consistent client experience. Day to day, you’ll: • Lead the teams — set standards, manage capacity and support recruitment, training and reviews. • Own the client lifecycle via the practice management system (Plannr): onboarding, review packs, communications and data. • Run platform administration — submissions, withdrawals, transfers and project work (e.g. PP to ISA, Bond to ISA & CGT). • Drive process improvement, KPIs and automation across the teams. • Support compliance in practice — Consumer Duty, GDPR, T&C and file standards. • Set the front-of-house and office standard. Over time, you’ll take on strategic work: integrating acquired firms, rolling out proposition changes and supporting new technology. What you’ll bring • Strong knowledge of the IFA / wealth client lifecycle and platform administration — ideally from a paraplanning, client services or operations role. • Either proven people leadership, or the clear potential and appetite to lead. • A process-improver who’s comfortable with new technology. • A sound understanding of compliance (Consumer Duty, GDPR). • A genuine “business owner” mindset — high ownership, high standards, collaborative with people.