Customer Service Support


Who I help

I help a wide variety of people including Retirees, Individuals, Families, Business Owners & High Net Worth Individuals.


How I help

I support our Financial Planners and Financial Planning associates to help deliver personalised guidance that goes beyond mere numbers and charts. We specialise in providing tailored advice, supported with meticulous analysis and cash flow modelling, to help our clients unlock the full potential of their financial journey.


Joshua Metcalf is part of the Client Service Support team. Based in Leeds, he provides crucial assistance to Financial Planners and the wider team by managing and processing new and existing client work, ensuring clients consistently receive top-quality service, preparing client documentation for meetings, and maintaining client records. He also plays a part in recording business transactions and liaising with product and investment providers.


An ideal client relationship is built on trust, open and honest communication. Trust is the cornerstone upon which we set out realistic financial goals and help our clients achieve them. Our aim is for clients to feel not only welcomed but genuinely valued from the moment they set foot into our office. Our dedication to providing high-quality work with particular attention to detail, alongside prompt, knowledgeable responses, helps build our clients’ confidence in us, that we always have their best interests at heart.


The most satisfying aspect of working with clients is having the opportunity to establish genuine connections. It’s incredibly fulfilling to engage in client meetings with Financial Planners and gain an insight into each individual’s distinct needs, to build a rapport and work with them to help them tackle any challenges they may face.

When it comes to working with colleagues, their collaborative nature and being part of a cohesive team that communicates openly and works together seamlessly is essential for providing our clients with the best possible service. The camaraderie within the team, which is fostered by the many social events, contributes significantly to a positive work environment, making each day enjoyable and productive.


Clients are our passion. Embracing a client-centric philosophy in my work involves a profound commitment to understanding and prioritizing the needs, goals, and well-being of my clients. We focus not only on ensuring that clients are satisfied, but that their expectations are exceeded. To achieve this, I aim to deliver empathetic and detail-oriented support, encourage proactive communication, problem-solve, and promote lasting relationships.


We have a strong focus on innovation and challenging the status quo. To foster an environment where thinking creatively and exploring unconventional methods to meet client needs is not just welcomed but celebrated. The emphasis on agility and adaptability within the group is also something I value. In a rapidly changing business environment, being agile and quick to respond to shifting market conditions, client needs, and industry trends is essential.

Technology is ever changing and with the advent of hybrid working, it’s more important than ever that we make sure to continue to prioritise meeting with clients face to face. So far, I have found meeting with clients to be the most satisfying part of the job as I get to hear the clients’ desires and needs first hand, which helps me have a better understanding when I’m working with them down the line in the process.


I am enthusiastic about the group’s potential for growth and continued success. I’m excited to contribute to the company’s ongoing development by leveraging my skills and dedication to provide exceptional service to our clients. I also look forward to progressing in my career, expanding my knowledge with the ultimate goal of becoming a Financial Planner. The AAB Group’s commitment to innovation and its unwavering dedication to delivering top-tier service will provide me with the ideal platform to achieve my aspirations.