Job Title: Adviser Support Team Leader (Full-Time)
Location: Remote/Hybrid with local office
Working Hours: 8:30 am - 5:00 pm or 9:00 am - 5:30 pm WFH available
Company Growth: Expanding business with strong opportunities for career progression.
About the Role:
This individual will oversee the day-to-day operations of the Advisor Support function, ensuring the timely, accurate, and professional delivery of administrative and operational support to advisers and clients. The role is essential in maintaining service standards, improving efficiency, and supporting the delivery of exceptional financial planning outcomes.
They will lead a team responsible for case management, processing client instructions, managing workflow queues, preparing documentation, and ensuring all tasks are completed within agreed SLAs. This includes taking ownership of continuously improving processes, refining workflows, and embedding best practice across the team.
The individual will work closely with the Head of Department and other operational Team Leaders to achieve departmental and company objectives. They will ensure that customers remain at the heart of all activities and that all team members operate in line with Consumer Duty principles.
A successful Team Leader will have excellent communication and organisational skills, a strong understanding of advice processes and financial services operations, and the ability to coach, mentor, and develop team members. They will be proactive in identifying improvement opportunities that enhance efficiency, reduce errors, and strengthen the overall service experience.
The goal is to ensure all Advisor Support activities are completed accurately, efficiently, and in line with regulatory and internal standards—enabling advisers to deliver high‑quality advice and ensuring the seamless operation of the wider business. Whilst also helping to drive change to formalise processes and make efficiency gains.
Key Responsibilities:
• Team Leadership
Lead, support and develop the Advisor Support team, providing day‑to‑day guidance, coaching, and structured performance management. Foster a positive, collaborative environment focused on service excellence, accuracy and continuous improvement.
• Operational Oversight
Oversee the daily operations of the Advisor Support function, ensuring all administration, case handling, and adviser requests are completed accurately and within SLA. Maintain oversight of workflow queues, reallocating tasks to ensure efficiency and consistent service levels across the team.
• Quality Control & Compliance
Take ownership of ensuring all Advisor Support outputs (letters, provider forms, processing requests, CRM/Hubwise updates, onboarding tasks, etc.) meet internal standards, compliance requirements and Consumer Duty principles. Conduct regular quality checks and support the team in identifying and resolving errors or inconsistencies.
• Process Improvement
Identify opportunities to streamline Advisor Support workflows, enhance consistency, reduce duplication and improve turnaround times. Lead implementation of improved processes, templates, procedures and documentation to strengthen operational efficiency.
• Case Escalation & Problem Solving
Serve as the escalation point for complex, urgent or unusual administrative cases. Provide practical solutions, system guidance and clarity on provider requirements, ensuring issues are resolved quickly and accurately.
• Stakeholder Collaboration
Work closely with advisers, paraplanners, compliance, accounts, onboarding, data quality and other departments to resolve queries and support seamless case progression. Help embed best practices across teams to enhance adviser and client experience.
• Training & Development
Support the skill development of new & existing Advisor Support team members, ensuring knowledge of platforms, systems, and provider processes remains current. Lead the training and onboarding of new Advisor Support staff, ensuring they are confident and capable in their role.
• Reporting & Analysis
Monitor team productivity, SLAs, quality metrics and workflow trends. Produce and share regular performance reports with senior management, highlighting areas for improvement and opportunities for operational change.
• Project Support
Contribute to departmental and business‑wide projects aimed at improving processes, system capability, adviser experience or client outcomes. Support implementation of new tools, integrations, and operational changes.
• Client‑Centric Approach
Ensure all Advisor Support activities uphold high service standards and support advisers in delivering the best possible outcomes for clients. Embed a culture of accuracy, professionalism and ownership throughout all client‑related tasks.
Requirements:
• Leadership & People Management Proven ability to lead, coach and develop a high‑performing administrative or operations team. Strong performance management skills, including setting expectations, conducting reviews and supporting ongoing development. Ability to foster a positive, collaborative, and accountable team culture.
•Operational & Workflow Expertise
Demonstrated experience managing high‑volume operational workloads and ensuring tasks are completed within agreed SLAs. Strong understanding of advice support workflows, including case processing, adviser administration, CRM updates, provider processes and documentation handling. Ability to prioritise, allocate and monitor work effectively across a team.
• Quality, Compliance & Risk Awareness
Solid understanding of FCA regulatory principles, Consumer Duty, and internal process requirements. High attention to detail with a commitment to accuracy, audit readiness, and consistent service standards. Ability to identify risks, quality issues or trends and implement corrective actions.
•Process Improvement & Problem Solving
Proven capability in analysing workflows and identifying opportunities to improve efficiency, reduce errors and enhance service delivery. Confident in redesigning processes, introducing new procedures, and supporting change adoption. Strong problem‑solving skills, especially when handling complex or escalated administrative scenarios.
•Technical Knowledge & Systems Competence
Strong understanding of financial services administration, platforms, providers, and adviser processes. Proficiency in CRM systems (e.g., IRESS/FinPlan/Intelliflo), Hubwise, or similar back‑office systems. Ability to interpret provider requirements, case instructions and financial documentation accurately.
•Communication & Stakeholder Management
Excellent written and verbal communication skills with the ability to liaise professionally with advisers, paraplanners, compliance, accounts, onboarding and external providers. Capable of presenting updates, raising issues and influencing improvements across teams. Skilled in managing expectations and ensuring clarity in task requirements and case progress.
•Training & Development Capability
Experience delivering training or supporting team learning, including onboarding new staff. Ability to maintain up‑to‑date knowledge of operational processes, systems, and industry changes, and cascade this effectively to the team.
•Analytical & Reporting Skills
Ability to monitor team productivity, SLA metrics and quality standards. Experience preparing performance reports, highlighting trends and recommending improvements. Comfortable using data to drive decision‑making and identify operational bottlenecks.
•Client‑Centric Mindset
Strong appreciation for client outcomes and adviser experience. Demonstrated ability to ensure all administrative activity supports timely, accurate and professional delivery of advice. Commitment to high service standards and treating customers fairly.
Benefits:
· 25 days holiday plus bank holidays
· Health Shield, PERKS, Health, and well-being support
· Bike to Work Scheme
· Group Income Protection
· Group Pension Scheme
· Death in Service benefit
· Private Medical Insurance (available at an additional cost)
· Giving back days
· Discounted Gym membership
Job Types: Full-time, Permanent
Pay: £35,000.00-£40,000.00 per year
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Free parking
* On-site parking
Work Location: Hybrid remote in Bristol BS20 0DD