Client Support Administration Manager

Solid Recruitment Solutions; Eastbourne; On-site; GBP 43,000 - 58,000; Full time

Benefits offered by this job

Pension scheme

Private medical insurance options

Death in Service insurance

Generous annual leave

Ongoing professional development

Job summary

Solid Recruitment Solutions is seeking a Client Support Administration Manager in Brighton to lead a team of 10-15 Client Support Administrators. The role offers a circa £50,000 per annum salary and a permanent, full-time contract with benefits.

You will be responsible for day-to-day workflow management, coaching and developing staff, maintaining service standards, and embedding continuous improvement across client support operations. FCA, AML and GDPR compliance awareness are integral.

Qualifications

• Previous management or supervisory experience within client administration or financial services.
• Experience in client administration with 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 with IO, CRM and admin systems; strong Excel skills.

Responsibilities

• Lead and develop 10-15 Client Support Administrators; conduct regular 1-to-1s and reviews.
• Manage queues, allocation and daily capacity planning to optimise response times.
• Act as senior contact for complex client enquiries and escalations.
• Review workflows and CRM to streamline processes and remove bottlenecks.
• Monitor KPIs: workload, accuracy, response times and productivity; report insights.
• Collaborate with Advisers, Team Leaders, Paraplanners and internal teams.
• Maintain client records, correspondence, provider transactions and documentation.

Skills

Team leadership

People development

Coaching

Performance reviews

Process improvement

Stakeholder collaboration

Regulatory awareness

Tools

Intelligent Office (IO)

CRM systems

Microsoft Excel

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.

In this pivotal operational role, you will lead a team of 10-15 Client Support Administrators, ensuring the seamless day-to-day delivery of administrative workflows, maintaining high service standards and embedding a continuous improvement mindset. You will act as a key link between frontline client support operations and senior management.

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.