We are looking for a Client Support Assistant Manager to support and manage a team of Client Support Administrators, ensuring the efficient delivery of client support and administrative services at our Leicester, Loughborough, Derby or Melton Mowbray locations.

This role involves overseeing workloads, maintaining quality and compliance standards, coaching and developing team members and helping ensure client needs are met accurately and within agreed timescales.

What does this role involve?

You will lead your team to provide a quality administration service to achieve service line targets, and ensure operational objectives are met.

Team management

You will manage and support the team, ensuring workloads and ensure deadlines are met.

You will provide guidance, feedback and coaching to develop team members, whilst maintaining high standards of performance, quality and client service.

Client experience

You will ensure the client experience is effectively managed by monitoring service levels, responding to issues promptly and maintaining clear communication.

You will identify opportunities to improve processes and ensure clients receive a consistent professional and high-quality service.

Skills and experience

We encourage candidates of all backgrounds and capabilities to apply, although it’s essential that your values and experience align with this role’s key responsibilities. To be successful, you will:

• Manage and develop team members, which includes formal and informal on-the-job training, conducting performance reviews and setting clear objectives.
• Manage and organise the team so that reception areas and admin pools are covered for holidays and part-time working - travel may be required to cover the reception areas in your hubs if no other availability.
• Play a proactive role in overseeing the review of standard operating procedures (SOPS), systems, portal and processes in order to assess efficiencies, updates required and areas that are best suited for further development.
• You will ensure the Client Support Manager is kept informed of any and all significant client issues, including complaints and opportunities as they arise.
• Actively monitor your team's performance within the hub and report on all relevant metrics to the Client Support Manager, providing reports as requested on team progress and KPI targets.
• You will ensure that your team adheres to our SOPs, systems and in-house software.
• Support the client delivery teams and all offices in all administrative and day-to-day operational matters, working collaboratively with colleagues across the whole team - these may include managing meeting rooms, looking after facilities, coordination of team meetings, coordination of diaries for Managers, Associates and Directors for client meetings, supporting events, filing and other tasks as required.
• Manage the reception area, which will include greeting clients.
• Ensure all work within the typing pool is properly scheduled and delivered on time.
• Administer the client take-on, maintenance and disengagement procedures, ensuring relevant forms are completed per SOPs, letters are issued, and systems are kept up to date.

What we are looking for

• Flexibility to travel to other offices to support cover.
• High-level administration skills.
• Strong IT skills with a working knowledge of Microsoft Office, Outlook and Word are essential.
• Effective organisation and communication skills, both verbal and written.
• Production of accurate and timely work within your hub.
• Excellent attention to detail.
• The ability to work effectively as part of a wider team and provide direction and support
• Developing understanding of data protection requirements
• Confidence in communications with clients
• Project management

Join Duncan & Toplis

From flexible working arrangements and time-matched volunteer hours to online fitness classes and mental health support, at Duncan & Toplis we're committed to helping our people maintain a healthy and balanced lifestyle.

We help our team to develop their talents and encourage ambitious individuals to progress their careers and expand their professional and personal capability with fully supported training and CPD.

Our values of trust, partnership, and inclusivity are at the forefront of everything we do.