https://recruitment.tfp-fp.com/
When people hear the words “Client Experience Manager”, they can sometimes imagine a traditional administrative role: paperwork, emails, chasing providers and keeping records up to date.
Those things matter, of course. But at TFP, the role goes much further.
To give potential applicants an honest picture of what working in our Client Experience Team is really like, we sat down with Hannah and Fran. They joined TFP from very different starting points, but both share a passion for looking after clients, supporting the wider team and making sure important work keeps moving.
There is no single route into Client Experience
Hannah joined TFP straight from college through an apprenticeship. After completing her apprenticeship, she progressed into a full-time Client Experience Manager role.
Fran’s journey was very different. She began her career working for a financial provider around 15 years ago before moving into an assistant role within a financial planning firm. She later found her way to TFP, bringing years of knowledge and experience from different parts of the profession.
Their experiences demonstrate something important: there is no single “correct” background for becoming a brilliant Client Experience Manager.
Someone might join us at the beginning of their career, ready to learn and develop. Someone else might bring experience from financial services, professional services or another client-focused environment.
What matters most is how they think, how they communicate and how much they care about doing a brilliant job for people.
It is important work
Both Hannah and Fran were honest that the role can be busy.
A Client Experience Manager needs to be organised, able to prioritise and comfortable managing several pieces of work at the same time. There can be pressure—not because we believe people should feel constantly rushed, but because the work genuinely matters.
Behind every pension transfer, withdrawal, client meeting or provider request is a real person and their life.
Money can carry a huge amount of emotion. A request that looks like another task on a system may represent someone’s retirement, family security or ability to pay for something important. That is why communication, ownership and empathy are just as important as accuracy.
A brilliant Client Experience Manager understands that responsibility. They do not just process the task; they think about the person waiting at the other end of it.
It is much more than administration
One of Hannah’s biggest surprises was how much more varied and technical the role was than she had expected.
Technology and automation have helped us reduce many repetitive and manual activities. That gives our Client Experience Team more time to support clients properly, work closely with our paraplanners and financial planners, and contribute to more meaningful parts of the planning journey.
Fran had a similar reaction. She had not previously experienced technology being used in quite the same way, particularly to remove mundane tasks and create more time for valuable work.
This does not mean every process is perfect or every day is effortless. It means we are actively trying to build systems that support people rather than slow them down.
Our Client Experience Managers are also involved in shaping those systems. When we introduce a new process, piece of technology or automation, the people completing the work need to have a voice in how it develops.
Hannah explained that everyone brings a different outlook. The strongest improvements happen when those perspectives come together.
What makes a brilliant Client Experience Manager?
When Fran was asked what a great Client Experience Manager looks like, her immediate answer was Hannah.
She described a combination of qualities:
- Organisation and knowledge.
- The ability to communicate clearly.
- Building strong relationships with clients.
- Building equally strong relationships within the team.
- A genuine desire to do what is best for the client.
Teamwork is a significant part of the role. Client Experience Managers work closely with planners, paraplanners and one another, helping to hold the entire client journey together.
Nobody is expected to arrive knowing every system, provider or piece of financial-planning terminology.
We can teach processes. We can provide training. We can support someone as their technical knowledge develops.
It is much harder to teach someone to care, take ownership, communicate thoughtfully and want to make things better.
A team where people are welcomed
Fran had only been at TFP for three months when the video was recorded, which gave her a particularly useful perspective on joining the business.
Her description of the culture was simple: welcoming, kind and supportive. She spoke about people embracing one another and creating an environment where new team members can feel part of things quickly.
That matters to us.
Starting a new job can feel daunting, especially when you are joining a profession or role that is unfamiliar. We want people to feel supported while they learn, comfortable asking questions and confident contributing their own ideas.
Could you be our next Client Experience Manager?
You may enjoy this role if you:
- Build relationships naturally and care about how people feel.
- Take pride in being organised and following work through.
- Can remain calm when several things need attention.
- Enjoy working as part of a close and collaborative team.
- Are curious about technology and improving processes.
- Want a role where your contribution visibly affects the client experience.
You do not need to fit one particular mould.
Hannah joined through an apprenticeship. Fran arrived with years of industry experience. Their routes were different, but both brought qualities that make the Client Experience Team stronger.
We are now looking for the next person to join them.
Applications are open now, with interviews beginning in September 2026.
[Step inside TFP, meet the team and explore the role before you apply.]