Client Experience and Business Analyst
Reporting to the Head of Operations, you will be responsible for developing lasting relationships with clients, engaging through their onboarding journey and making them feel part of our Lucent family.
Headline Numbers
Additional Benefits
Company Pension + Bonus scheme + Group Income Protection + Private Medical Insurance (where available on completion of Probation period).
Position Overview
You’ve got one life and you spend a LOT of it at work, so we make sure the work we do has a real and significant impact for you, and the people we work for!
We want agile, forward thinking and client centric individuals who are passionate about delivering the highest standards of work to benefit our clients and colleagues. We want people who are curious and want to continuously learn and develop themselves, no matter what they want to achieve in their career.
The Client Service & Business Analysis team is the heart of our business, providing first class service directly to our clients and supporting our Financial Advisors to give the best possible advice, allowing our clients to meet their personal goals. We want our clients to be part of the Lucent Family and this team has a critical role in developing that culture.
The role is busy, and every day is different so we want people who can manage variety but still deliver excellent attention to detail with that personal touch.
In this role you will need diverse skills, and we do encourage you to develop. If you want to be a Financial Advisor this is the best place to start, we will support the cost of your diploma, and you will learn the fundamentals of advice.
If your skills are elsewhere and you want to specialise in other things like Client Experience, Project Management or Data & Analytical skills, this can still be the role for you.
Why Choose Lucent?
Lucent Financial Planning are an innovative, caring and dynamic company. Our vision is
to help people get the most out of their lives by getting the most out of their money.
We pride ourselves in providing amazing client experience and service. We regularly host client
social and education events, along with walks and workshops.
We have a strong team ethos full of Lucent love!
Key Responsibilities
Your primary job role will be:
- Own our client communications, no matter the channel. Face to face, over the phone, email, post and portal you are the first point of contact for our clients and you need to look after them, solve their problems and make sure they feel part of our community.
- Manage our Letters of Authority requests, making sure we receive them in a timely manner.
- Use of AI to create policy information tables with key critical policy details, supporting advisors to understand the best client outcomes.
- Use of industry systems such as Voyant, Timeline, Intelliflo & FE analytics, Money Info keeping our data up to date and accurate.
- Manage tasks on behalf of advisors & all client queries to deliver outcomes efficiently and accurately.
- Support the creation and delivery of Lucent Client Events. Actively hosting and entertaining our clients through engaging events to create memorable experiences.
- Gathering feedback to ensure we continually develop and grow our proposition.
- Manage & contribute to Lucent Social Media activities with the aim to drive client engagement and new business opportunities.
In addition to the above, you will ensure a seamless and client-centric journey across all touchpoints including:
- Welcome experience (e.g. car parking, personal greetings)
- Client Onboarding
- Call handling and responsiveness
- Annual review coordination
- Timely preparation of client welcome packs
- Optimisation of referral tools (LinkedIn, Vouched)
- Support community presence and annual initiatives
- Coordinate award submissions for Lucent
- Maintain the client expenditure spreadsheet
- Oversee Financial Promotions compliance and approvals
- Conduct client surveys and manage festive communications
What Else We're Looking For
Essentials:
- Able to work as a team supporting others and use own initiative with a ‘can do’ ‘positive’ attitude
- Efficient and diligent in getting things done
- Highly effective organisational and planning skills
- Excellent Telephone skills
- Good knowledge and competence of Microsoft Word and Excel
- Delivery focused, with a drive for quality throughout
- Excellent interpersonal and communication skills
- Must have a keen eye for detail
- Strong IT skills and general administration
Desired:
- System competence: Intelligent office, Voyant, Timeline, Money Info
- Social media and Website management
- High levels of literacy and numeracy skills
CHANGE
At Lucent, we live and breath our six 'CHANGE' values:
Curious
We are eager to learn to better ourselves and our clients.
Honest
We do the right thing by ourselves and our clients.
Alternative
We embrace and celebrate our uniqueness.
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Nurturing
We help those around us grow to be their best.
Generous
Our time and support is open to all.
Entrepreneurial
We don’t stand still – ideas are there to pursue.
Fancy joining our award-winning team?
Are you looking for a career where you can thrive, grow, and have a bit of fun along the way?
We're not your typical finance firm, so if you like the cut of our jib and think you'd be a great addition to the team, we'd love to hear from you!
Click the button below to send us an email with a short covering letter and your CV.