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The Role The Team Leader, Client Support is responsible for leading a high-performing team of client service specialists to deliver efficient, high quality client service across pension and trust administration activities. The role emphasises maintaining strong client relationships, championing operational excellence, and ensuring company processes are executed in line with service standards, policies and regulatory expectations. The post holder will guide, develop, and support team members to build a multi-skilled, cross trained unit capable of managing a wide variety of clients and concurrent operational tasks. The role requires strong oversight, sound judgement, and the ability to influence positive outcomes for clients, distribution partners and service providers. The post holder reports to the Manager, Client Support. Key Duties and Responsibilities

The post holder is responsible for:

 Client Servicing Excellence - Deliver services to agreed standards, ensuring excep onal client sa sfac on. - Handle client instruc ons, enquiries, and transac ons with speed and accuracy. - Communicate proac vely with clients and stakeholders on progress and outcomes.

 Opera onal Oversight - Maintain full visibility of team’s case workloads. - Monitor and drive client requests (cases) to comple on within company / client set

standard meframes. - Review aged cases (60+ days), validate outstanding reasons, and escalate where

necessary. - Sign off enquiries, dealing instruc ons, and opera onal items within delegated

authority. - Monitor inward funds, resolve daily CIB/RBSI queries, and address inconsistencies

promptly. - Support the recovery of fees in line with company policy.

 Data and Repor ng - Keep records accurate and current across core business applica ons Salesforce, Acumen,

and Accountability. - Produce and maintain workflow and case performance reports.

 Leadership and Team Development - Lead, coach, and mentor team members to build a mul -skilled, high-performing unit. - Ensure staff receive training and maintain technical and industry knowledge. - Conduct appraisals, manage performance, and address resourcing gaps. - Run daily team mee ngs to set priori es and allocate workloads. - Represent the team in weekly leadership mee ngs and depu se for the Manager as

needed.

Job Title

Team Leader, Client Support

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 Process Improvement and Compliance - Iden fy 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. - Support opera onal controls and contribute to risk mi ga on ac vi es.

 Collabora on and Escala on - Work closely with distribu on partners and service providers for seamless opera ons. - Assist with complex or escalated cases and ensure con nuity during staff absences. - Oversee delega on and management of generic enquiries and trust inboxes.

Competencies The post holder should have;

 3+ years of Pension administration and / or Trust administration experience desired.  Strong attention to detail and accuracy.  Strong written and verbal communication skills.  Leadership capabilities: decision-making, coaching, conflict resolution, stakeholder

management.  Excellent organisational and time-management skills.  Methodical, consistent approach to task completion.  Ability to balance workload effectively while maintaining wellbeing.  Willingness to study for suitable professional qualifications (PMI, STEP, ICSI, other)

What we offer

 Join a business with strong organic growth.  Enjoy a fantas c, friendly team culture – #OneTeam.  Have a real voice and make a genuine impact on client services and opera onal

improvements.  Work in a bright, open-plan office with stunning views over St Peter Port harbour (and a

balcony!).  Take part in team and company sports and social events.  And more!

Updated November 2025

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Job Title: Administrator

Department: Pensions Administration, Blue Riband Team

Reporting To: Manager, Pensions Administration - Member Services

Last Date of Review: April 2024

Key Responsibilities The duties of this role relate to the administration of local and international pension schemes as a part of the member services team. The duties of the role will include but are not limited to:

• Serve as the first point of contact for members via phone, email, and in-person interactions.

• Assist members with inquiries regarding account information, services, and benefits.

• Maintain accurate records of member interactions and transactions.

• Production of letters and documentation to be distributed to members.

• Payment of benefits using online banking systems.

• Maintenance of membership records.

• Processing member requests though systems.

• Calculation of member’s benefits.

Qualifications and Experience

• Experience as an administrator in a pension/fund/trust or banking business is preferred.

• Customer services experience is preferred.

• English and Maths at Grade C is essential.

• Higher qualifications are desirable.

• Working knowledge of Microsoft Office, specifically Word and Excel.

• There will be the opportunity to study for a professional qualification if desired.

Person Specification

The ideal candidate would be able to;

• demonstrate excellent communication skills, both verbal and written. • demonstrate attention to detail and accuracy in their work.

• to multitask, prioritise, and manage time effectively in a busy team.

• Use initiative and work on their own, as well as in a team.

• Commitment to maintaining confidentiality and professionalism in handling member information.

• demonstrate good numeracy skills and provide evidence of accuracy.

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Data Protection

All applications made either speculatively or in response to advertised vacancies will be kept confidential. BWCI do not undertake any automated selection process for recruitment. All information provided in the form of a CV or covering letter, be it on paper or electronically submitted, speculatively or for a specific advertised vacancy will be destroyed in keeping with the following timeframe. Candidates not invited for interview – immediately once confirmation of the non-selection has been made.

Candidates invited for interview but not selected – 6 months after notification of non-selection has been made. Candidates offered a position but choose not to take it up – 6 months after declining the role.

Candidates offered a position and subsequently employed – 6 years after termination of employment. When a CV is submitted, it is passed only to the recruiting manager(s) involved in the recruitment to the specific position to which it refers. Any processing in relation to any other position will only proceed with the explicit consent of the candidate. We may from time to time ask candidates to undertake skills testing or psychometric testing as part of a recruitment and selection process. In this case the results from those tests will only be used to inform the selection process, and will be retained in line with the time frames specified above. It is not the policy of BWCI to screen prospective employees via social media channels, however, we may review a candidates LinkedIn profile. If you have any questions relating to how we process applications for employment, please contact hr@bwcigroup.com.

Equal opportunities statement BWCI is committed to eliminating discrimination and encouraging diversity amongst our workforce. The Partners and Senior Management demonstrate commitment to equality and fairness for all in our employment and do not discriminate on the grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. We oppose all forms of unlawful and unfair discrimination.