Client Support Manager

Operations | Full-time | East Midlands

Our client support team is seeking a Client Support Manager to lead client and administrative support operations across our locations. Through continuous improvement, you will ensure delivery of a consistent, efficient and quality experience.

What does this role involve?

Reporting directly to our Chief Operating Officer, this role requires a clear and confident communicator with strong people and expectation management skills. You will be responsible for leading a centralised approach to operations across service lines with clear SLAs, assisted by Client Support Assistant Managers throughout our location hubs.

Teamwork

You will provide a clear structure for the client support and administration team by defining and refining standard operating procedures (SOPs). This will include reviewing systems and software used and suggesting improvements and project managing any subsequent implementations.

You will collaborate with the Client Support Assistant Managers to ensure wider team adherence to policies, processes and system use – troubleshooting as required.

Client experience

You must create an operational structure and approach that considers the client experience - setting clear expectations that defines the quality of service delivered for our clients.

Team management

You will manage and develop team members, including conducting performance reviews and setting clear objectives. You will support the Client Support Assistant Managers in nurturing and mentoring the wider team to develop their skills.

Through the setting of clear KPIs, you will regularly report on team progress and performance ensuring all key stakeholders are kept reliably informed.

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:

Have experience of business process improvement, project management and digital transformation activities.
Demonstrate strong IT capability with advanced knowledge of Microsoft Office products.
Be an experienced, forward-thinking people manager who can confidently and clearly communicate ideas and expectations.

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.

Apply for this role

Benefits

Family leave

Full support and 18 weeks full pay for maternity and adoption leave, inclusive of statutory maternity and adoption pay, and two weeks full pay paternity leave for eligible team members.

Fully supported training and CPD

Continuous learning support to help develop skills and long-term goals through mentoring, coaching, technical and soft skill training.

Death in service

Insured benefit available to all team members up to the age of 65, four times annual salary. Conditions apply.

Discounted wills and power of attorney

50% discount for team members and their partners and 25% discount for team members' parents and children.

Enhanced holidays

Minimum of 22 days annual leave (plus bank holidays), increasing to 27 days after five years of service and for managers. 32 days (plus bank holidays) for directors.

Private medical insurance

Non-subsidised purchase through a group company scheme.

Flexible annual leave

Buying or selling of annual leave up to five days. Conditions apply.

Talent referral bonus

Bonus payments up to £1,000 on successful candidate referrals for eligible team members.

Group pension scheme

Employer contribution starts at 3% with length of service-related increases and up to 7% matched contributions for eligible team members.

Charitable work

Half day paid leave matched with half day annual leave for voluntary and charitable activities.

Wellbeing support

Employee assistance programme for 24/7 confidential support from trained counsellors and access to trained mental health advisers.

Team milestone award

Milestone celebration rewards at five, 10, 15 and 25 years with additional benefits, experience vouchers, and gifts.

Online fitness classes

Online fitness programmes with a variety of workouts, including yoga, pilates, strength training, and cardio.

Permanent health insurance

Permanent health insurance is available to eligible team members who have one years continuous service. Conditions apply.

Agile working - hybrid/flexible

Flexible working hours and locations (office or home) for a better work life balance.

Enhanced sickness entitlement

Four weeks full pay followed by four weeks half pay.

Study leave

Study leave to help achieve fully supported qualifications.

EV salary sacrifice scheme

Salary sacrifice scheme to lease an electric vehicle, smart charger, EV energy tariff, and free miles in one hassle-free package.

Management and leadership academy

Our development programmes are designed for all career stages, from the first step into management through to our six-month leadership academy.

Healthcare workplace app

Empowering team members with digital-first tools and professional care, including guidance, consultations, and support for mental and physical wellbeing.

Fully supported qualifications

Helping the next generation of accountants and advisers to achieve formal, industry-recognised qualifications.

Cycle to work scheme

Purchase a bike through this scheme and pay it back over a 12-month period.