Client Support Manager

Overview

In this role you will lead the Administration and Client Support function to ensure excellent customer outcomes while enabling rapid growth. You’ll partner with senior leadership to optimise processes, capacity and risk management as the company scales post-funding. You drive KPI, SLA and quality metrics to deliver a first-class client journey. This is a hands-on leadership opportunity in a mission-led, high-growth financial services business that values impact and continuous improvement.

Pay / Benefits

• 45,000–50,000 basic salary
• performance-related bonus
• 25 days’ annual leave
• Private medical healthcare
• Death-in-service benefit
• 8% employer pension contribution

Responsibilities

• Lead the Administration and Client Support teams, managing workloads, capacity and resource planning
• Drive performance against KPIs, SLAs, productivity, quality and customer-response measures
• Monitor backlogs, identify bottlenecks and implement practical solutions to improve operational delivery
• Work closely with senior leadership to identify operational risks and plan for growth
• Improve processes, workflows and reporting across the administration and client support function
• Support recruitment, onboarding, coaching and development of team members
• Ensure the team delivers a consistently high standard of service throughout the customer journey

Key requirements

• Proven experience leading an administration, operations, client support or back-office team within Financial Services
• Comfortable working in a fast-paced, process-led and KPI-driven environment
• Experience managing SLAs, workloads, backlogs, productivity, quality and capacity
• Strong people-management skills, with the ability to motivate, develop and hold teams accountable
• Commercially aware, highly organised and confident using data to make operational decisions
• Ideally, experience gained in a high-growth, scale-up or similarly fast-moving business
• A hands-on leader who enjoys solving problems and improving how teams operate

• people management
• problem solving
• data-driven decision making
• strong communication
• collaboration
• data-driven decision making

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