Our client is seeking a Team Leader for Client Support, responsible for leading a high-performing team of client service specialists to deliver efficient and high-quality client service across pension and trust administration activities. This full-time role focuses on maintaining strong client relationships, championing operational excellence, and ensuring that processes are executed in line with service standards, policies, and regulatory expectations. The post holder will guide, develop, and support team members to create a multi-skilled, cross-trained unit capable of managing a wide variety of clients and concurrent operational tasks.
Job Duties:
- Deliver services to agreed standards, ensuring exceptional client satisfaction.
- Handle client instructions, enquiries, and transactions with speed and accuracy.
- Communicate proactively with clients and stakeholders regarding progress and outcomes.
- Maintain full visibility of the team’s case workloads.
- Monitor and drive client requests (cases) to completion within set standard timeframes.
- Review aged cases (60+ days), validate outstanding reasons, and escalate where necessary.
- Sign off enquiries, dealing instructions, and operational items within delegated authority.
- Monitor inward funds, resolve daily queries, and address inconsistencies promptly.
- Support the recovery of fees in line with company policy.
- Maintain accurate and current records across core business applications including Salesforce, Acumen, and Accountability.
- Produce and maintain workflow and case performance reports.
- Lead, coach, and mentor team members to build a multi-skilled, high-performing unit.
- Ensure staff receive training and keep technical and industry knowledge updated.
- Conduct appraisals, manage performance, and address resourcing gaps.
- Run daily team meetings to set priorities and allocate workloads.
- Represent the team in weekly leadership meetings and deputise for the Manager when needed.
- Identify and implement process enhancements to boost efficiency and service quality.
- Conduct quality reviews to ensure compliance with internal policies and industry standards.
- Manage complaints, errors, and omissions in line with company procedures.
- Oversee delegation and management of generic enquiries and trust inboxes.
Job Requirements:
- Over 3 years of pension administration and/or trust administration experience is desired.
- Strong attention to detail and accuracy.
- Strong written and verbal communication skills.
- Leadership capabilities, including decision-making, coaching, conflict resolution, and stakeholder management.
- Excellent organisational and time-management skills.
- A methodical, consistent approach to task completion.
- Ability to balance workload effectively while maintaining wellbeing.
- Willingness to study for suitable professional qualifications (PMI, STEP, ICSI, etc.).
What You’ll Love:
This role offers the chance to join a business with strong organic growth. You will enjoy a fantastic, friendly team culture characterised by #OneTeam. You will have a real voice and the opportunity to make a genuine impact on client services and operational improvements. The workspace is a bright, open-plan office with stunning views over St Peter Port harbour, including a balcony. You can participate in team and company sports and social events, along with other benefits.
Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here
