Client Support Operations 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

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.