Page 1 of 2
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
Page 2 of 2
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