Client Support Manager

Hands-on management role | Fast-paced, process-driven environment | Real ownership of team performance | Strong benefits package

If you’re an experienced people manager who thrives in a fast-paced, process-driven environment, this Client Support Manager role offers genuine ownership across people, performance and operational delivery.

You’ll lead the Client and Pension Administration teams, ensuring workloads, service levels, quality and customer outcomes remain on track. This is a hands-on management role within a scaling financial-services business, where you’ll be trusted to understand the detail, identify issues early and continuously improve how the teams operate.

Package & Benefits

• Salary of £38,000 - £45,000 per annum, depending on experience
• Performance-related bonus
• 25 days’ annual leave
• Private medical healthcare
• Death in service benefit
• 8% employer pension contribution
• EMI share option scheme
• Office-based, five days per week

About the Company

You’ll be joining a rapidly growing financial-services business with a different approach to delivering advice. The business is process-driven, technology-enabled and focused on clear ownership, measurable performance and consistently high standards.

The role

As Client Support Manager, you’ll take responsibility for the day-to-day performance of the Client and Pension Administration teams. You’ll ensure work is allocated effectively, customers receive an excellent level of service and the teams consistently meet their operational targets.

Key responsibilities include:

• Leading the day-to-day management, workload allocation and performance of the Client and Pension Administration teams
• Monitoring KPIs, SLAs, workloads, capacity, quality and backlogs, taking action when performance moves off track
• Coaching, supporting and developing team members while maintaining clear accountability
• Managing performance issues confidently and constructively when standards are not being met
• Identifying bottlenecks, risks and opportunities to improve processes
• Working closely with senior leadership to resolve operational issues and support continued growth
• Ensuring the teams deliver accurate, efficient and high-quality support throughout the client journey

About you

To be successful, you’ll have:

• Proven experience managing teams within a fast-paced, process-driven environment
• A track record of managing KPIs, SLAs, workloads and performance against clear operational standards
• Experience developing people while confidently addressing underperformance and maintaining accountability
• Strong communication, organisation and problem-solving skills
• A hands-on leadership style and willingness to understand the operational detail
• Experience in financial services, pensions, client support or administration would be advantageous

If you’re a hands-on manager who takes ownership, understands people and communication, and expects high standards from yourself and your team, this could be a strong opportunity to make a real impact.

Contact Jenni for more information or a confidential discussion.

Reference: JL_FIN