Customer Support Manager

Si Recruitment; Harrogate; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading company in wealth management seeks a Client Support Manager to lead and motivate their administration team in Harrogate. This key role emphasizes operational excellence and compliance in a dynamic environment. The candidate will cultivate team culture and drive continuous improvement while fostering strong client relationships.

Benefits

Private Medical Insurance

Enhanced pension scheme (7.5% employer / 3% minimum employee)

25 days annual leave (plus option to buy/sell up to 5 days)

Life Assurance

Health Cash Plan

Hybrid working arrangements

Discretionary performance-related bonus

Employee Assistance Programme

Office perks (e.g., lunch and snacks provided)

Qualifications

• Experience in a regulated financial services environment.
• Success in managing an administrative or operational team.
• Strong knowledge of compliance and governance.

Responsibilities

• Lead and motivate the client administration team.
• Ensure delivery of accurate client services and compliance.
• Promote ongoing learning and development within the team.

Skills

Leadership

Client Relationship Management

Team Management

Operational Excellence

Continuous Improvement

Education

Diploma in Financial Planning (QCF Level 4) or equivalent

Tools

Intelligent Office

Job description

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Our client operates across the full spectrum of the wealth management value chain, providing services that include financial planning, investment management, platform, trading, settlement, and custody. Its modular and flexible service model allows clients to tailor their business strategies as needed. The group is experiencing rapid growth, driven by strategic acquisitions within the UK wealth and asset management sectors.

The Role: Client Support Manager
The Client Support Manager (Private Client) is responsible for leading a high-performing administration team, ensuring the consistent delivery of exceptional client service. This leadership role requires the promotion of an inclusive, value-led team culture rooted in trust, accountability, and collaboration.

The successful candidate will focus on operational excellence, adherence to process, and continuous improvement while fostering a positive working environment. They must be solutions-driven, able to manage multiple priorities, and committed to maintaining high standards in all team and client interactions.

Key Responsibilities:

Leadership & Team Culture

Set an example through integrity, professionalism, and fairness

Cultivate a collaborative and supportive team environment that reflects the organisation’s core values

Build strong relationships with team members, advisers, clients, and stakeholders

Foster a culture of openness, transparency, and respect

Team Management & Development

Lead, coach, and motivate the client administration team to deliver high-quality results

Encourage ongoing learning and professional development

Ensure recruitment, onboarding, and performance management align with company culture and best practices

Operational Excellence

Oversee the delivery of accurate, efficient, and timely client services

Ensure data integrity and compliance within client management systems (e.g., Intelligent Office)

Prioritise team workloads to manage demands during peak periods

Oversee invoicing, income recording, and financial administration

Process Adherence & Improvement

Promote a culture of continuous improvement across workflows and service delivery

Identify process inefficiencies and implement collaborative solutions

Ensure all team members follow established policies and contribute to operational excellence

Relationship Management & Collaboration

Develop strong relationships with internal and external stakeholders

Collaborate closely with operations leadership to align team output with broader business goals

Promote cross-departmental collaboration and communication

Lead by example in compliance with FCA and internal regulatory standards

Embed Treating Customers Fairly (TCF) and Retail Conduct Risk (RCR) principles into team practices

Proactively identify and escalate risks, always prioritising client outcomes and organisational integrity

Candidate Requirements:

Experience in a regulated financial services environment with a sound understanding of FCA requirements

Demonstrated success in managing an administrative or operational team

Strong knowledge of compliance, governance, and risk within a financial services context

Progress toward a Diploma in Financial Planning (QCF Level 4) or equivalent is desirable

Proficiency in client management systems such as Intelligent Office is highly advantageous

Benefits Package:

Private Medical Insurance (post-probation)

Enhanced pension scheme (7.5% employer / 3% minimum employee)

25 days annual leave (plus option to buy/sell up to 5 days)

Life Assurance

Health Cash Plan

Hybrid working arrangements

Discretionary performance-related bonus

Employee Assistance Programme

Office perks (e.g., lunch and snacks provided at the Bristol office)