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Client Support Team Leader

4 months ago

Lincolnshire UK, East Midlands, United Kingdom Duncan & Toplis Part time

Our Client Support Team is seeking a Client Support Team Leader. This role will lead a team to provide a quality administration service to achieve service line targets and ensuring operational objectives are met.


The Duncan & Toplis group is one of the UK’s top regional accountancy firms, specialising in accountancy, tax, and business advice, as well as supporting clients with legal services, IT support, and wealth management. Established in 1925, the team provide services to more than 12,000 businesses and individuals. We help each other as well as our communities, taking our social responsibility seriously by supporting local initiatives through the Duncan & Toplis Foundation.


Your responsibilities

Here's a bit more on what you can expect to be doing day-to-day:


  • Managing and developing team members, including conducting talent management check ins 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
  • You will ensure Head Client Support 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 Head of Client Support. Provide reports as requested on team progress and KPI targets
  • You will 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 form are completed per standard operating procedures (SOPs), letters are issued, and systems are kept up to date


About you

We think you’ll need the following experience and qualifications to succeed in the role :-


  • People management experience
  • High level administration skills
  • Strong IT skills with a working knowledge of Microsoft Office, Outlook and Word are essential
  • Effective organisation and communication skills, both verbal and written
  • Production of accurate and timely work within your hub
  • Excellent attention to detail
  • The ability to work effectively as part of a wider team and provide direction and support
  • Developing understanding of data protection requirements
  • Confidence in communications with clients
  • Project management.



Be a Duncan & Toplis team member

At Duncan & Toplis we offer flexible working arrangements through our flexible working guide, called ‘How We Work’. You can read more here.


As part of our benefits package, we also offer mental health support and time to volunteer for charitable work. These are just some of the perks of working at Duncan & Toplis.

Duncan & Toplis develop talent and encourage ambitious individuals to progress their careers and expand their professional and personal development, whilst always ensuring we put our values at the forefront of everything we do.