Most job adverts ask you to imagine what a role is like. We'd rather show you. Have a look around, meet the people you'd work with, try a real scenario from the job — and decide for yourself whether this is the right next step.
"Hello — I'm Liv. Before we tell you what we're looking for, I wanted to show you what working at TFP is actually like, and why we're looking for our next Client Experience Manager."
A Client Experience Manager sits at the centre of TFP — working closely with planners, paraplanners, and every client who calls or walks through the door. Here's a little about the people you'd be working alongside.
Hannah & Fran, in conversation about the Client Experience team.
You would not simply complete isolated tasks as they arrive. You would help hold the full client journey together — making sure clients feel informed, planners and paraplanners have what they need, and important work continues moving until it is properly finished.
Become a consistent and trusted point of contact for a group of clients. You will get to know what matters to them, keep them informed and make sure they never feel passed between different parts of the business.
Coordinate each stage of a client's journey, from joining TFP through to their ongoing planning meetings. You will know what has happened, what is due next and where something needs attention.
Make sure planners, paraplanners and clients are ready for important conversations. Afterwards, you will help turn decisions into clear actions and make sure those actions are completed.
Work with pension, investment and insurance providers to obtain information and progress requests. When something is delayed, you will chase it, communicate clearly and continue owning it until there is a proper outcome.
Keep Plannr, client documents and internal records accurate, current and useful. Good information should help the entire team understand the client and confidently pick up the next step.
Notice where a client journey or internal process could work more smoothly. You will be encouraged to suggest improvements and help shape how the Client Experience role develops.
This isn't a test with a right answer — it's a taste of the kind of morning a Client Experience Manager might have. Four things land on your desk within half an hour. Put them into the order you'd initially approach them — drag them, or use the arrows.
We would first establish whether the missing withdrawal is causing the client immediate financial difficulty. We would acknowledge their concern quickly, gather the facts and agree ownership. We would then review the deadlines and dependencies across the other three tasks — rather than assuming the oldest item must automatically come next.
Some things genuinely need to be true from day one. Others, we're very happy to help you build. Here's the honest split, from the person specification.
Your answers suggest that several important parts of this role could suit you well. We'd love to hear more about you — the application is just below.
You may not recognise yourself in everything yet — and that's completely fine. We're interested in potential, attitude, and transferable experience, not just people who've done this exact job before.
One or more of the practical requirements above may be difficult for you right now. Please read them carefully — but you're still very welcome to apply, or to get in touch if there's something we should understand.
Where you'd likely fall really depends on your experience. This calculator gives you an honest, indicative idea — it's for you to explore. If you go on to apply, your selections here are included with your application, alongside the rest of your answers.
Every role suits some people brilliantly and others not at all. Here's our honest read on both.
After everything you've just seen, the application itself should feel light. A CV and a few honest questions — that's it.
A member of the TFP team reads every application properly rather than skimming it, so please bear with us.
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