Client Support Administration Manager

Role:
Client Support Administration Manager

Salary:
Circa £50,000 per annum + Benefits

Location:

Guildford

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