Client Support Assistant Manager

Duncan & Toplis; Leicester; On-site; GBP 32,000 - 42,000; Full time

Job summary

Duncan & Toplis is seeking a Client Support Assistant Manager to lead and develop a team of Client Support Administrators, ensuring accurate and timely delivery of client services across offices.

You will oversee workloads, monitor service levels, coach staff, and ensure compliance with SOPs while maintaining excellent client experience and strong internal communication. Travel to hubs may be required.

Qualifications

• Experience leading/supporting a team in a client services environment.
• Demonstrated ability to manage workloads, meet deadlines and KPIs.
• Values alignment with trust, partnership and inclusivity.

Responsibilities

• Lead and develop a team of Client Support Administrators to deliver timely, accurate client service.
• Oversee workloads, monitor service levels and report on KPI targets.
• Coach staff, review SOPs and improve processes for consistency across hubs.
• Coordinate diaries, meetings and facilities across offices as required.
• Ensure client onboarding and admin tasks are completed per SOPs.

Skills

Proactive team leadership

High level administration

Microsoft Office (Outlook, Word, Excel

Excellent organisation

Strong written and verbalcommunication

Data protection knowledge

Project management

Tools

Microsoft Office Suite

Outlook

Word

Job description

We are looking for a Client Support Assistant Manager to support and manage a team of Client Support Administrators, ensuring the efficient delivery of client support and administrative services. This role involves overseeing workloads, maintaining quality and compliance standards, coaching and developing team members and helping ensure client needs are met accurately and within agreed timescales.

What does this role involve?

You will lead your team to provide a quality administration service to achieve service line targets, and ensuring operational objectives are met

Team Management

You will manage and support the team ensuring workloads and ensure deadlines are met. You will provide guidance, feedback and coaching to develop team members, whilst maintaining high standards of performance, quality and client service.

You will ensure the client experience is effectively managed by monitoring service levels, responding to issues promptly and maintaining clear communication.You will identify opportunities to improve processes and ensuring clients receive a consistent professional and high-quality service.

Skills and experience

We encourage candidates of all backgrounds and capabilities to apply, although it’s essential that your values and experience align with this role’s key responsibilities.

The successful candidate will:-

• Manage and organise the team so that reception areas and admin pools are covered for holidays and part time working. Travel may be required to cover the reception areas in your hubs if no other availability
• Play a proactive role in overseeing the review of standard operation procedures (SOPS), systems, portal and processes in order to assess efficiencies, updates required and areas that are best suited for further development.
• You will ensure Client Support Manager is kept informed of any and all significant client issues, including complaints and opportunities as they arise
• Actively monitoring your team performance within the hub and reporting on all relevant metrics to Client Support Manager. Provide reports as requested on team progress and KPI targets
• You will ensure that your team adheres to our SOPs, systems and in-house software
• Support the client delivery teams and all offices in all administrative and day to day operational matters, working collaboratively with colleagues across the whole team. These may include managing meeting rooms, looking after facilities, coordination of team meetings, coordination of diaries for Managers, Associates and Directors for client meetings, supporting events, filing and other tasks as required
• Manage the reception area which will include greeting clients.
• Ensure all work within the typing pool is properly scheduled and delivered on time
• Administer the client take on, maintenance and disengagement procedures, ensuring relevant form are completed per standard operating procedures (SOPs), letters are issued, and systems are kept up to date

What we are looking for: -

• Flexibility to travel to other offices to support cover
• High level administration skills
• Strong IT skills with a working knowledge of Microsoft Office, Outlook and Word are essential
• Effective organisation and communication skills, both verbal and written
• Production of accurate and timely work within your hub
• Excellent attention to detail
• The ability to work effectively as part of a wider team and provide direction and support
• Developing understanding of data protection requirements
• Confidence in communications with clients
• Project management

Join Duncan and Toplis

From flexible working arrangements and time-matched volunteer hours to online fitness classes and mental health support, at Duncan and Toplis, we're committed to helping our people maintain a healthy and balanced lifestyle.

We help our team to develop their talents and encourage ambitious individuals to progress their careers and expand their professional and personal.

Our values of trust, partnership, and inclusivity are at the forefront of everything we do.