Client Support Administration Manager

Solid Recruitment Solutions; Guildford; On-site; GBP 48,000 - 55,000; Full time

Benefits offered by this job

Generous pension scheme

Private medical insurance options

Death in Service insurance

Generous annual leave

Job summary

Solid Recruitment Solutions in Guildford is seeking a Client Support Administration Manager to lead a 10-15 person team of Client Support Administrators. You will drive day-to-day administrative workflows, maintain high service standards and embed continuous improvement across the client journey.

The role requires strong leadership, CRM and IO experience, and a solid understanding of FCA, AML, and GDPR requirements. A proactive, process-driven manager will thrive in this position.

Qualifications

• Leadership experience in client administration or IFA/wider financial services.
• Strong CRM and IO system experience with regulatory awareness (FCA, AML, GDPR).
• Detail-oriented with ability to manage multiple workloads and coach others.

Responsibilities

• Lead 10-15 Client Support Administrators, conduct 1-to-1s and performance reviews.
• Oversee workflows, queue management and capacity planning to optimise response times.
• Handle complex client enquiries and service escalations with high service standards.
• Identify process improvements and streamline administrative workflows and CRM usage.
• Monitor KPIs, reporting insights to senior management.
• Collaborate with Advisers, Team Leaders and Paraplanners for smooth client journeys.
• Ensure accurate maintenance of client records, provider transactions, and compliance documentation.
• Ensure audit trails and documentation support FCA, AML, GDPR and internal policies.

Skills

Team leadership

Coaching

Staff development

Prioritisation

Regulatory awareness

CRM systems

MS Excel

Tools

Intelligent Office IO

CRM platforms

Microsoft Office

Job description

Role: 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.