Client Support Team Lead (Hybrid)

Duncan & Toplis group; United Kingdom; On-site; 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

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.