Mercury Wealth Management
Client Services Associate
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About Mercury Wealth
Mercury Wealth is a growing independent financial-planning and wealth-management firm based beside the Tees Barrage. We help clients make confident decisions about their money and provide ongoing support throughout their financial-planning journey. Our clients value the trusted relationships they build with our team, alongside the convenience, clarity, and reassurance we provide.
We are proud of our friendly, supportive, and high-performing culture. We place a strong emphasis on exceptional client service, attention to detail, professional development, and taking ownership of the work entrusted to us.
The opportunity
We are looking for an experienced and highly organized Client Services Associate to join our team. You will be one of the main points of contact for our clients, helping to ensure they receive clear communication, timely updates, and a consistently high standard of service.
Working closely with our financial planners, paraplanners, and Client Operations Associates, you will help coordinate Annual Planning Meetings, manage ongoing client requests, and keep clients informed while their financial-planning work is being completed.
This is not simply a traditional administration role. You will take responsibility for client communication and help ensure important actions continue to move forward. On any given day, you may be arranging a client meeting, responding to an investment or pension query, speaking with a provider, progressing a withdrawal request, or updating a client on the next stage of a process.
The role would suit someone who already has experience in financial planning, wealth management, an IFA practice, pensions, investments, or another regulated financial-services environment.
What you’ll do
- Act as a trusted first point of contact for clients by telephone, email, and secure message.
- Respond to client enquiries professionally and promptly, resolving or directing them appropriately.
- Take ownership of client requests and ensure agreed actions are followed through.
- Keep clients informed, manage expectations, and explain what will happen next.
- Proactively invite clients to their Annual Planning Meetings and coordinate suitable appointment times.
- Ensure clients, financial planners, and paraplanners are prepared ahead of meetings.
- Maintain accurate records of client communications, requests, and agreed actions.
- Liaise with investment platforms, pension providers, and other third parties to obtain information and progress outstanding work.
- Support requests relating to withdrawals, deposits, personal-detail changes, and portfolio servicing.
- Place authorized investment and rebalancing instructions accurately and in accordance with internal procedures.
- Respond to general questions relating to pensions, investments, policies, and financial documentation.
- Work with Client Operations Associates to obtain and prepare information required for client requests.
- Communicate securely with clients through our systems and client portal.
- Assist the Client Host and wider team in providing a welcoming and professional experience for visitors to Mercury House.
- Identify opportunities to improve client communication, internal processes, and the overall client experience.
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What we’re looking for
You will be someone who enjoys building relationships, takes pride in getting the details right, and remains calm when managing several priorities.
You should have:
- Previous experience in financial services, wealth management, financial planning, an IFA practice, or another regulated professional environment.
- A warm, professional, and confident communication style.
- Confidence speaking with clients and providers by telephone, email, and in person.
- Strong organizational and time-management skills.
- The ability to manage multiple client requests while maintaining accuracy.
- Excellent written and verbal communication.
- Close attention to detail when preparing information or updating records.
- A proactive approach and willingness to take ownership of work.
- Good judgement when prioritizing requests and escalating issues.
- An understanding of financial products and terminology.
- Confidence using Microsoft 365 and learning new technology.
- Discretion when handling confidential personal and financial information.
- A collaborative approach and willingness to support colleagues across the business.
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Experience that would be particularly valuable
- Experience as a Client Services Associate, IFA Administrator, Wealth Management Administrator, or Financial Planning Assistant.
- Experience supporting financial planners or paraplanners.
- Knowledge of pensions, ISAs, investment accounts, bonds, or protection products.
- Experience arranging annual client reviews or financial-planning meetings.
- Familiarity with investment platforms, pension providers, client portals, or adviser back-office systems.
- Experience processing withdrawals, deposits, transfers, or investment transactions.
- Knowledge of AML, KYC, Consumer Duty, and data-protection requirements.
- Experience managing provider follow-ups and resolving delayed or complex client requests.
- An interest in developing a long-term career in financial planning or wealth management.
You do not need to meet every preferred criterion. We are particularly interested in people who combine strong client-service skills with accuracy, ownership, and a genuine desire to learn.
Why join Mercury Wealth?
- £30,000–£35,000 salary, depending on experience.
- 36 days’ annual leave, including bank holidays.
- Bi-annual discretionary bonus scheme.
- Private medical insurance.
- Workplace pension contributions.
- Income protection.
- Death-in-service cover.
- Electric vehicle scheme.
- Full support for relevant professional qualifications.
- Bonuses and salary increases for passing agreed professional examinations.
- Structured and supported career development.
- Modern office beside the Tees Barrage.
- Free parking.
- A supportive team culture in which we work hard, celebrate success, and invest in each other’s development.
How to apply
Please apply with your CV and a short covering note explaining:
- Why the Client Services Associate position appeals to you; and
- An example of when you took ownership of a client request, resolved a service issue, or helped improve a process.
We look forward to hearing from you.
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