Client Support Assistant Manager

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. 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 ensuring operational objectives are met.

Team Management

You will manage and support the team ensuring workloads and 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.

The successful candidate will:

• Managing and developing team members, which includes formal and informal on the job training. Conducting performance reviews and the setting of 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 operation procedures (SOPS), systems, portal, and processes in order to assess efficiencies, updates required, and areas that are best suited for further development.
• Ensure the Client Support Manager is kept informed of any and all significant client issues, including complaints and opportunities as they arise.
• Actively monitoring your team performance within the hub and reporting on all relevant metrics to Client Support Manager. Provide reports as requested on team progress and KPI targets.
• 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 standard operating procedures (SOPs), letters are issued, and systems are kept up to date.