Client Support Team Lead — Operations & Quality

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

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.