Client Support Operations Manager — Lead 10–15 Advisers

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

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