Team Leader - Client Support

Leapfrog Recruitment Consultants; Daliburgh; On-site; GBP 40,000 - 60,000; Full time

Job summary

A recruitment firm is seeking a Team Leader to manage a Client Support team in Daliburgh, Scotland. This role requires at least 3 years' experience in pensions or trust administration, with an emphasis on operational oversight and exceptional client service. The successful candidate will lead the team, manage workloads, and ensure quality service standards. Ideal applicants will possess strong leadership qualities and excellent communication skills, with a willingness to pursue relevant qualifications.

Qualifications

• Minimum of 3 years' experience in pensions or trust administration.
• Strong leadership skills and ability to manage workloads.

Responsibilities

• Deliver services to agreed standards.
• Lead, coach and mentor team members.
• Manage training needs and performance discussions.

Skills

Leadership capability

Excellent communication skills

Accuracy

Stakeholder management

Education

Relevant qualification (STEP, PMI or ICSA)

Tools

Salesforce

Acumen

Accountability

Job description

Our client is looking for a Team Leader to guide a busy Client Support team, ensuring exceptional service standards across pension and trust administration. This position will suit someone who thrives on operational oversight, team coaching and delivering high-quality client servicing in a fast-paced environment.

Location

Duties for this role include, but are not limited to:

• Delivering services to agreed standards and ensuring strong client satisfaction.
• Handling client enquiries, instructions and transactions accurately and promptly.
• Monitoring team workloads and driving case progression within required timeframes.
• Reviewing aged cases, validating outstanding actions and escalating where needed.
• Signing off operational items within delegated authority.
• Monitoring inward funds and resolving banking queries.
• Maintaining accurate records across business systems (Salesforce, Acumen, Accountability).
• Producing workflow and performance reports.
• Leading, coaching and mentoring team members.
• Managing training needs, performance discussions and resourcing gaps.
• Running daily team meetings and representing the team in leadership meetings.
• Identifying process improvements and conducting quality reviews.
• Managing complaints, errors and omissions appropriately.
• Working collaboratively with distribution partners and service providers.
• Supporting escalated or complex cases and covering inboxes when required.

Skills / Qualifications

The ideal candidate will bring at least 3 years' experience in pensions or trust administration, with strong leadership capability, excellent communication skills and a high level of accuracy. They will be organised, proactive and confident managing workloads, with solid stakeholder management skills. A willingness to work toward a relevant qualification such as STEP, PMI or ICSA is desirable.

For a full job description or further information on this role please call 711188 , or email [e-mail] .
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