Client Support Administration Manager

Solid Recruitment; Brighton; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Pension scheme

Private medical insurance

Death in Service

Annual leave

Professional development

Job summary

Solid Recruitment in Brighton is seeking a Client Support Administration Manager to lead and develop a 10-15 strong client support team. The role focuses on coaching, performance reviews, and aligning service delivery with regulatory standards.

You will manage workflows, escalate complex enquiries, and drive process improvements across CRM systems and reporting. A solid background in financial services administration and FCA/AML/GDPR familiarity is essential, with a structured, detail-oriented

Qualifications

• Experience in management within client administration or financial services.
• Strong understanding of regulatory requirements (FCA, AML, GDPR).
• Ability to coach, develop and motivate a team.
• Process-driven, highly organized with attention to detail.
• Proficient with CRM and MS Excel; data-driven.

Responsibilities

• Lead and develop a 10-15 person Client Support team.
• Oversee workflows, queues, and capacity planning to optimize response times.
• Handle complex client enquiries and service escalations.
• Improve processes and CRM workflows.
• Monitor KPIs and report insights to management.
• Collaborate with internal teams across the client journey.
• Ensure compliance and audit trail for client interactions.
• Maintain accurate client records and documentation.

Skills

Team leadership

Client administration

Regulatory compliance

CRM systems

Excel

Stakeholder collaboration

Tools

Intelligent Office

Job description

Role: Client Support Administration Manager

Salary: Circa £50,000 per annum + Benefits

Location: Brighton

Role Type: Full-Time, Permanent

Team Management: 10-15 Client Support Advisers

About the Role of the Client Support Administration Manager

Are you an experienced administrative leader with a passion for developing high-performing teams and driving operational excellence? We are seeking a dynamic and structured Client Support Administration Manager to lead, coach and develop our client support team.

Key Responsibilities of the Client Support Administration Manager

• Team Leadership & People Development – Direct line management, coaching and mentoring for 10-15 Client Support Administrators. Conduct regular 1-to-1s, performance reviews, skills assessments and development planning.
• Workflow & Operational Oversight – Manage administrative queues, task allocation and daily capacity planning to optimise response times and maintain service standards.
• Client Support & Escalations – Act as the senior point of contact for complex client enquiries and service escalations, ensuring effective resolution and a high level of client service.
• Process Improvement – Review administrative workflows and CRM systems to streamline processes, remove bottlenecks and introduce best practice.
• KPI Management & Reporting – Monitor operational metrics including workload, accuracy, response times and team productivity, reporting key insights to senior management.
• Stakeholder Collaboration – Work closely with Advisers, Team Leaders, Paraplanners and other internal teams to ensure effective coordination across the client journey.
• Operational Support – Ensure client records, correspondence, provider transactions, and supporting documentation are maintained accurately and in line with company and regulatory requirements.
• Compliance & Audit Trail – Ensure client interactions and documentation are appropriately recorded, with processes supporting FCA, AML, GDPR and internal compliance requirements.

Core Experience & Competencies of the Client Support Administration Manager

• Previous management or supervisory experience within client administration, an IFA business or the wider financial services industry is essential.
• Strong experience in client administration and support, with an understanding of financial services processes and regulatory requirements.
• Proven ability to lead, motivate, coach and develop a team.
• Process-driven, organised and highly attentive to detail.
• Ability to prioritise and manage competing workloads effectively.
• Experience of Intelligent Office (IO) is preferable, together with good working knowledge of CRM and administrative systems.
• Good working knowledge of Microsoft Office, particularly Excel, and the ability to use management information to identify trends and improve performance.
• Collaborative approach, with the ability to work effectively with colleagues at all levels of an organisation.

What We Offer

• Competitive salary of circa £50,000 per annum, commensurate with experience.
• Generous pension scheme.
• Private medical insurance options.
• Death in Service insurance.
• Generous annual leave allowance.
• Ongoing professional development and career progression opportunities.