White logo - Duncan & Toplis

Client Support Team Leader

| Full-time | East Midlands

We have now filled our Client Support Team Leader role, but we are always looking for talented people to join our team.

You can click here to upload your CV.


Do you thrive in a dynamic environment where your skills can shine, and your expertise can make a significant impact?

If your answer is yes, Duncan & Toplis has an exciting opportunity for you. As a Client Support Team Leader, you'll play a pivotal role in our organisation, leading a team to provide a quality administration service.

Join us and be part of a team that values your talents.

What does this role involve?

As Client Support Team Leader you will lead your team to provide a quality administration service to achieve service line targets, and ensuring operational objectives are met.

Key accountabilities

This is a team leader role, and whilst we encourage applicants of all backgrounds and capabilities to apply, it’s essential that your values and experience align with this role’s key responsibilities.

Team development

You will manage and develop team members, including formal and informal on-the-job training. You will conduct performance reviews and the setting of clear objectives.

Team management

You will manage and organise the team so that reception areas and administrative support is sufficiently resourced during holiday periods. You will ensure all work within the typing pool is properly scheduled and delivered to schedule.

Quality management

You will be proactive in overseeing the review of standard operational procedures (SOPs), systems, portals and processes to assess efficiencies and identify areas for further development.

Reporting

You will monitor team performance within the hub and report all relevant metrics, issues and opportunities to the Head of Client Support as they arise.

Front-of-house management

You will manage the reception area including greeting clients, managing meeting rooms, looking after facilities, coordinating team meetings and diary support for Managers, Associates and Directors where required.

Administrative support

You will administer client take-on, maintenance and disengagement procedures via the determined procedures, SOPs, issuing of letters and ensuring systems are kept up to date.

Travel between offices and administrative hubs may be required on occasion.

Skills and experience

To excel in this role, you should possess:

  • People management experience
  • 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 an understanding of data protection requirements
  • Confidence in communications with clients
  • Project management experience

Key interfaces

As part of the client support team, you will manage team members and liaise with other client support team leaders, client teams at all levels and other client employees as required to complete your work.

Operating environment and context of the role

As part of the management team, you will influence, direct and implement the strategic direction of the company through its people, processes, and systems.

You will lead a collaborative team that excels in providing high-quality client services by actively promoting behaviour in line with our core values of trust, partnership and inclusivity.

You will ensure that everyone in your service line is equipped with the skills they need to deliver the best possible client experience, coupled with clear career opportunities and a supportive work environment in which talents can flourish.

You will maintain fairness, equality, diversity, and inclusivity in everything that you do.

Be a Duncan & Toplis team member

At Duncan & Toplis we offer flexible working arrangements through our flexible working guide, called ‘How We Work’. You can read more here.

As part of our benefits package, we also offer mental health support and time to volunteer for charitable work. These are just some of the perks of working at Duncan & Toplis.

Duncan & Toplis develop talent and encourage ambitious individuals to progress their careers and expand their professional and personal development, whilst always ensuring we put our values at the forefront of everything we do.

Apply for this role

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