Phoebe Mills joined Citrus Financial in January 2025, bringing more than four years’ experience in financial services. Having achieved her Diploma in Regulated Financial Planning in 2023, and previously worked as a pensions adviser, Phoebe now plays a key role behind the scenes supporting our advice team, while continuing her development towards becoming a financial adviser with Citrus Financial.
We caught up with Phoebe to learn more about her journey, her role, and what clients might not see happening behind the scenes.
How did you first get into financial services?
It wasn’t something I planned from the beginning. I started my career with British Airways when I was 18, but when Covid hit and I was made redundant, it pushed me to think more seriously about the future.
I wanted a career I could build long term. Through a connection, I was introduced to financial services and started working in pensions. At first, I didn’t know much at all but I quickly realised how important good advice is and the real impact it has on people’s lives.
That’s what made me stay.
What made you pursue the Diploma in Regulated Financial Planning?
Once I was in the industry, I wanted to understand it properly. Not just one part of the process, but the whole picture.
I started my exams in 2021 and completed R01–R06 over the next couple of years, qualifying in November 2023. It was challenging, but I’ve always believed that if you want something, you work hard for it.
The Diploma gave me the technical foundation and the confidence to move forward.
"...there’s space and opportunity for younger advisers and more women in financial planning."
You were the first female adviser at your previous firm. How did that feel?
It was something I was very proud of.
The advice profession is still largely male-dominated, particularly among more experienced advisers, so becoming the first female adviser there felt like progress, both personally and for the firm.
It reinforced that there’s space and opportunity for younger advisers and more women in financial planning.
What attracted you to Citrus Financial?
I wanted to move somewhere that offered truly holistic advice. Looking at a client’s full financial position rather than focusing on just one area.
Citrus stood out because relationships clearly matter here. There’s a strong team culture, experienced advisers to learn from, and a genuine focus on doing things properly for clients. That was important to me.
What does a Technical Administrator actually do day to day?
We focus on the detail behind every recommendation. Our role is to make sure the advice is accurate, appropriate and carefully considered.
We carry out the research and analysis that supports each client recommendation, working closely with the adviser to assess the most suitable options. This can include running financial projections, reviewing provider illustrations and suitability reports, and managing applications through to completion.
We also ensure every case progresses smoothly and remains fully compliant.
Clients may only see the meetings, but there’s a great deal of careful work and analysis behind every recommendation.
What skills are most important in your role?
Organisation and attention to detail are essential. I’m a bit of a control freak. There are often multiple cases progressing at once, all at different stages. Everything is time-sensitive, and accuracy matters.
You also need strong technical understanding, compliance awareness, and the ability to communicate clearly when speaking with clients. Even in a technical role, professionalism and clarity are vital.
"Here, it’s about ongoing relationships, supporting clients through every step of their financial journey"
What have you learned from working closely with Karen and Mark?
I’ve learned how important balance is. Karen has a calm, structured way of explaining complex matters clearly, making sure clients feel comfortable and fully understand their options.
Mark brings strong analytical thinking and thorough case analysis, ensuring every detail is properly considered.
Both combine technical strength with professionalism and are completely focused on their clients. I love being able to learn from experienced advisers in that way as I develop.
What might clients be surprised to learn about what happens behind the scenes?
Probably the depth of analysis that takes place before advice is presented.
There are calculations, sustainability checks, policy reviews, tax considerations and compliance checks. Often several internal discussions before a recommendation reaches a client.
The aim is always to ensure advice is considered, appropriate and tailored.
You’re working towards becoming an adviser with Citrus. What excites you most?
It’s definitely the thought of building long-term relationships.
Previously, advice could feel quite transactional. Here, it’s about ongoing relationships, supporting clients through every step of their financial journey. From buying their first home and maybe starting a family, right through to planning and preparing for retirement. Helping them make the right financial decisions over many years. That’s the part I’m most looking forward to.
How are you preparing for that transition?
By learning the full process properly.
Passing exams is one thing, applying knowledge in real client situations is another. I’m building experience across the entire advice journey, from fact-finding to implementation, so that when I step into an adviser role, I’m prepared and confident in the advice I’m giving.
What kind of adviser do you hope to be?
Professional, approachable and clear. I remember what it felt like not understanding pensions or investments at the beginning. It can feel overwhelming.
I want clients to feel comfortable asking questions and confident that they fully understand what’s being recommended.
Advice should feel supportive, not intimidating.
When you’re not working or studying, what do you enjoy doing?
Spending time with family and friends. I’m very close to my family and I’m a proud auntie to my nephew, Lockie.
I also enjoy socialising, shopping and I do appreciate a good night’s sleep!
Quickfire Round
Tea or coffee?
Coffee
Early bird or night owl?
Early bird, 10 hours sleep minimum, sometimes even 12… seriously!
Favourite TV series?
The Kardashians (watched “every single episode” many times)
Books you’d recommend?
Anything by Colleen Hoover
Best advice you’ve been given?
“You’re more capable than you think.”
You can meet more members of the team here.
Approver Quilter Financial Services Limited. 27/02/2026
