At a Glance
- Tasks: Lead and develop a high-performing client support team while driving operational excellence.
- Company: Dynamic financial services firm with a focus on client satisfaction.
- Benefits: Competitive salary, generous pension, private medical insurance, and professional development.
- Other info: Exciting career progression opportunities in a fast-paced industry.
- Why this job: Make a real impact in a pivotal role within a supportive and collaborative environment.
- Qualifications: Management experience in client administration and strong leadership skills required.
- Role: Client Support Administration Manager
- Role Type: Full-Time, Permanent
- Team Management: 10-15 Client Support Advisers
About the Role of the Client Support Administration Manager
Are you an experienced administrative leader with a passion for developing high-performing teams and driving operational excellence?
We are seeking a dynamic and structured Client Support Administration Manager to lead, coach and develop our client support team.
In this pivotal operational role, you will lead a team of 10-15 Client Support Administrators, ensuring the seamless day-to-day delivery of administrative workflows, maintaining high service standards and embedding a continuous improvement mindset.
You will act as a key link between frontline client support operations and senior management.
Key Responsibilities of the Client Support Administration Manager
- 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.
- Core Experience & Competencies of the Client Support Administration Manager
- 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.
What We Offer
- Competitive salary of circa £50,000 per annum, commensurate with experience.
- Generous pension scheme.
- Private medical insurance options.
- Death in Service insurance.
- Generous annual leave allowance.
- Ongoing professional development and career progression opportunities.
How to Apply
If you are an experienced client support or administration leader looking for an opportunity to make a genuine impact within a financial services environment, we would love to hear from you.
Please submit your CV
Client Support Administration Manager in Guildford employer: Solid Recruitment
Solid Recruitment is an excellent employer that prioritises quality and accuracy in its work culture, making it a rewarding place for Microbiology Lab Technicians. Located in the picturesque outskirts of Chichester, employees benefit from a supportive environment that fosters professional growth and development, alongside competitive salaries and a commitment to compliance and precision in testing. Join a dedicated team where your contributions are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Administration Manager in Guildford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Solid Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Solid Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Support Administration Manager in Guildford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Solid Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Solid Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Solid Recruitment!
How to prepare for a job interview at Solid Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
