Client Support Assistant Manager

Duncan & Toplis group; United Kingdom; Remote; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid/flexible working

Private medical insurance

Study leave

Cycle to work scheme

Healthcare workplace app

Job summary

Duncan & Toplis is seeking a Client Support Assistant Manager to lead a team of Client Support Administrators across multiple offices in the Leicestershire region. You will oversee workloads, coach staff, monitor service levels and ensure timely, accurate client support while maintaining high standards of quality and compliance.

You will coordinate across hubs, supervise SOPs and in-house systems, and ensure the receptionist and admin functions run smoothly.

Qualifications

• Manage and develop team members, which includes formal and informal on-the-job training, conducting performance reviews and setting clear objectives.
• 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 operating 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 the Client Support Manager is kept informed of any and all significant client issues, including complaints and opportunities as they arise.
• Actively monitor your team's performance within the hub and report on all relevant metrics to the Client Support Manager, providing 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 forms are completed per SOPs, letters are issued, and systems are kept up to date.

Responsibilities

• Lead the team to provide a quality administration service to achieve service line targets, and ensure operational objectives are met.
• Oversee workloads, deadlines and performance, providing coaching and feedback to develop team members.
• Ensure the client experience is effectively managed by monitoring service levels, responding to issues promptly and maintaining clear communication.
• Identify opportunities to improve processes and ensure clients receive a consistent professional and high-quality service.

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 at our Leicester, Loughborough, Derby or Melton Mowbray locations.

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 ensure 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 ensure 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. To be successful, you will:

• Manage and develop team members, which includes formal and informal on-the-job training, conducting performance reviews and setting clear objectives.
• 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 operating 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 the Client Support Manager is kept informed of any and all significant client issues, including complaints and opportunities as they arise.
• Actively monitor your team's performance within the hub and report on all relevant metrics to the Client Support Manager, providing 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 forms are completed per 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.
• 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 & Toplis

From flexible working arrangements and time-matched volunteer hours to online fitness classes and mental health support, at Duncan & 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 capability with fully supported training and CPD.

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

Full support and 18 weeks full pay for maternity and adoption leave, inclusive of statutory maternity and adoption pay, and two weeks full pay paternity leave for eligible team members.

Fully supported training and CPD

Continuous learning support to help develop skills and long-term goals through mentoring, coaching, technical and soft skill training.

Death in service

Insured benefit available to all team members up to the age of 65, four times annual salary. Conditions apply.

Discounted wills and power of attorney

50% discount for team members and their partners and 25% discount for team members' parents and children.

Enhanced holidays

Minimum of 22 days annual leave (plus bank holidays), increasing to 27 days after five years of service and for managers. 32 days (plus bank holidays) for directors.

Private medical insurance

Non-subsidised purchase through a group company scheme.

Flexible annual leave

Buying or selling of annual leave up to five days. Conditions apply.

Talent referral bonus

Bonus payments up to £1,000 on successful candidate referrals for eligible team members.

Employer contribution starts at 3% with length of service-related increases and up to 7% matched contributions for eligible team members.

Half day paid leave matched with half day annual leave for voluntary and charitable activities.

Employee assistance programme for 24/7 confidential support from trained counsellors and access to trained mental health advisers.

Team milestone award

Milestone celebration rewards at five, 10, 15 and 25 years with additional benefits, experience vouchers, and gifts.

Online fitness classes

Online fitness programmes with a variety of workouts, including yoga, pilates, strength training, and cardio.

Permanent health insurance

Permanent health insurance is available to eligible team members who have one years continuous service. Conditions apply.

Agile working - hybrid/flexible

Flexible working hours and locations (office or home) for a better work life balance.

Enhanced sickness entitlement

Four weeks full pay followed by four weeks half pay (on completion of probationary period and subject to terms and conditions of employment).

Study leave

Study leave to help achieve fully supported qualifications.

EV salary sacrifice scheme

Salary sacrifice scheme to lease an electric vehicle, smart charger, EV energy tariff, and free miles in one hassle-free package.

Management and leadership academy

Our development programmes are designed for all career stages, from the first step into management through to our six-month leadership academy.

Healthcare workplace app

Empowering team members with digital-first tools and professional care, including guidance, consultations, and support for mental and physical wellbeing.

Fully supported qualifications

Helping the next generation of accountants and advisers to achieve formal, industry-recognised qualifications.

Cycle to work scheme

Purchase a bike through this scheme and pay it back over a 12-month period.