Client Support Administration Manager

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

Benefits offered by this job

Pension scheme

Private medical insurance

Death in service

Annual leave allowance

Professional development

Job summary

Solid Recruitment is seeking a Client Support Administration Manager in Guildford to lead 10–15 client support administrators, ensuring smooth day-to-day admin workflows, high service standards and continuous improvement. The role links frontline operations with senior management and requires a proactive, process-driven leader.

You will drive performance, coach staff, manage workflows and collaborate with internal teams to optimise the client journey within a regulated financial services

Qualifications

• 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.

Responsibilities

• 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.

Job description

Client Support Administration Manager

Salary: Circa £50,000 per annum + Benefits

Location: Guildford

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.