Team Leader, Client Support

Our client is seeking a dedicated Team Leader for Client Support to spearhead a high-performing team of client service specialists responsible for delivering efficient and high-quality service within pension and trust administration activities. The successful candidate will focus on nurturing strong client relationships, championing operational excellence, and ensuring all company processes align with established service standards, policies, and regulatory expectations. This role involves guiding, developing, and supporting team members to create a multi-skilled, cross-trained unit proficient in managing a diverse range of clients and concurrent operational tasks. The position necessitates strong oversight, sound judgement, and the ability to influence positive outcomes for clients, distribution partners, and service providers. The post holder will report to the Manager of Client Support and will play a crucial role in maintaining exceptional client satisfaction through proactive communication and operational oversight. 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 on progress and outcomes. Maintain full visibility of the team’s case workloads and monitor the progress of client requests to completion. Review aged cases (60+ days), validate outstanding reasons, and escalate where necessary. Sign off on enquiries, dealing instructions, and operational items within delegated authority. Monitor inward funds, resolve daily queries, and address inconsistencies promptly. Lead, coach, and mentor team members to build a high-performing unit. Ensure staff receive training and maintain current technical and industry knowledge. Conduct appraisals, manage performance, and address resourcing gaps. 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. Collaborate closely with distribution partners and service providers for seamless operations. Job Requirements 3+ years of experience in pension administration and/or trust administration is desired. Strong attention to detail and accuracy. Excellent written and verbal communication skills. Proven leadership capabilities, including decision-making, coaching, and stakeholder management. Exceptional organisational and time-management skills. A methodical and consistent approach to task completion. Ability to effectively balance workload while maintaining wellbeing. Willingness to pursue suitable professional qualifications (PMI, STEP, ICSI, or similar).