Staff spotlight: Meet Lindsay Merry

If you’ve been following our regular staff spotlight feature, we hope you’ve enjoyed getting to know some of the financial advisers and client relationship managers who work closely with you to help you achieve your financial goals. 

This time, we thought we’d do something a little different by introducing someone you may not have met before who works behind the scenes to keep everything running smoothly: Lindsay Merry, our operations manager. 

Read on to discover more about Lindsay’s vital role in Cheltenham IFA’s day-to-day business operations.

Hi Lindsay, tell us what your role is at Cheltenham IFA, how long you’ve been here, and what you do day to day.

Hi! I’m Lindsay Merry, and I’m the operations manager for Cheltenham IFA. 

Initially, I joined the firm in 2019 as a client relationship manager. Then, after returning from maternity leave in 2021, I moved into the operations manager role. At the time, this was a new position for the business.

I oversee the day-to-day running of the business, including compliance, HR, marketing, and operational processes. I also support Mark and Christian with strategic projects that drive the growth of the business.

In addition, I directly manage our client services team, ensuring everything runs smoothly behind the scenes and that clients receive a consistent, high-quality service. Alongside that, I support advisers and paraplanners, making sure that they’ve got the right structure, tools, and training to deliver good client outcomes.

Finally, I take the lead on projects around managing regulatory changes, improving processes, and introducing new technologies and ways of working to improve our efficiency. 

What do you enjoy most about your role?

I really love hearing feedback from our clients. We’ve spent a lot of time over the past few years talking to clients and really understanding what they want and need from us, making sure that the way we work supports those needs. The feedback we get from clients is testament to that. We have just achieved VouchedFor Top Rated Firm status for the second year in a row, which is entirely driven by client feedback. 

Developing the team is another major focus for me. Over the past five years, we’ve put a lot of work into building more structured training and development processes, helping people to feel supported, know what’s expected of them, and have a clear path to progress. We have a team who genuinely care about what they do and who all support and challenge each other. For me, that’s what makes working here really special. 

What is a memorable experience or achievement in your career?

Rather than a single moment, I’m most proud of the progression I’ve made over the last few years and the role I’ve been able to play in the growth of the business. Stepping into the operations manager role in 2021 was a big shift, especially since I was coming back from maternity leave and moving into a newly created position. Being able to build that role out, support the team, and drive improvements across the business – while balancing being a full-time working mum – is something I’m really proud of.

How do you build relationships and trust with clients and understand their needs?

I think it’s about making sure that the experience clients get is consistent, clear, and well structured. That manifests both in the way we structure our advice and in how our client services team supports clients on a day-to-day basis, making sure that communication is timely, expectations are managed, and nothing falls through the gaps. 

Ultimately, trust is built by doing things properly and making sure the whole experience feels joined up. 

What do you think sets our firm apart in the sector?

We’re very clear about doing the right thing for clients and making sure that the advice we give is considered and stands up to scrutiny.

Our clients stay with us for the long term, often across generations, which says a lot about the relationships we build and the consistency of the service we provide. We take the time to understand what really matters to people and support them over the long term, rather than just focusing on one-off advice. 

We also genuinely care for both our clients and each other. That comes through in how we work as a team and the standards that we hold ourselves to, which ultimately translates into a better experience for clients. 

What are your hopes for the future of our firm and the clients we serve?

I’d like to see us continue to build on the work we’ve already done – growing the business in a way that feels steady and well controlled. For me, success is that our clients are happy, feel well looked after, and feel that we’re helping them achieve what they set out to do. If we continue to get good feedback and maintain long-term relationships, it’s a strong sign that we’re getting it right. 

At the same time, I hope we are able to continue to develop the teams and the way we work so that the firm remains strong, consistent, and successful over the long term. 

What would you tell someone who has never taken advice and is considering it?

Take your time and find a firm that feels right for you. It’s not just about what they offer – it’s about how comfortable you feel and whether you trust them to look after things properly. It’s also worth having a look at reviews. Places like VouchedFor and Google can give you a feel for the consistency of their service and how people are treated over time. Many of our clients come to us through recommendations or through online reviews. 

At the end of the day, you’re looking for a relationship that’s going to last, so it’s important that it feels like a good fit from the start. 

Some quick-fire questions about you…

• What are your hobbies and interests outside of work? Spending time with my family is the main one, especially getting out and doing things together. After work and everything that comes with being a mum, if I do get a bit of spare time, I enjoy catching up with friends or heading out into the garden for some natural therapy. 
• What is your favourite book or movie and why? I love a good crime novel – anything that keeps you guessing and is hard to put down. When it comes to films, I’m probably still a bit stuck in the 80s! I’ll happily watch anything with Tom Cruise or Julia Roberts more times than I can count – they’re just easy favourites that never get old. I also love a bit of sci-fi. Interstellar is one of my favourites. 
• What is the most interesting place you’ve visited? I’ve been on safari in Kruger national park in South Africa twice, which is hard to top. There’s something about waking up and seeing an elephant outside your bedroom window that I’ve yet to beat – it was an incredible experience. 
• Can you share an inspiring quote that resonates with you? “Do the right thing, even when no one is watching.” It’s simple, but it’s how I try to approach decisions at work and at home. 
• How do you stay motivated and productive? I feel very aware that lots of people rely on me, which keeps me focused. I genuinely enjoy the people I work with and the team we’ve built, which makes a big difference on a day-to-day basis. Also, I often think about the responsibility we have as a business – we’re often looking after people’s life savings, and that’s not something to take lightly. It’s important that we show up, do things properly, and hold ourselves to a high standard. That, alongside supporting the team and keeping things moving, is what keeps me motivated. 
• What’s a fun fact about you that most people don’t know? I have a little pond in my garden that is home to a family of newts – I love them!

Thanks, Lindsay!

Get in touch

If you’re interested in learning more about how our team can give you the tools you need to take control of your financial future, email info@cheltenhamifa.co.uk or call 01242 269656.

Please note

This article is for general information only and does not constitute advice. The information is aimed at retail clients only.

All information is correct at the time of writing and is subject to change in the future.