Client Support Executive Team Leader

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    "jobOpeningName": "Client Support Executive Team Leader",
    "departmentLabel": "Pensions",
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    "datePosted": "2026-01-16",
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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About Law Debenture </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Law Debenture is an Investment Trust supported by a wholly owned professional services business. LawDeb is an unusual and exciting proposition; on a day–to-day basis we are nimble, ambitious and small enough to know everyone by name, whilst also benefiting from the profile and credibility of a listed business. This is thanks to our 135-year-old FTSE250 investment trust and our fast-growing independent professional services business of over 300 colleagues across 6 business lines.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">At LawDeb, doing work that has a positive impact is important to us. We need the very best people to be the custodians of our business for the next stage of our proud history and growth. We’re ambitious to innovate, collaborate and push forward in providing peace of mind and excellence for our clients and each other.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">We’re on a journey to shape a culture we’re all proud to be part of. One where everyone feels trusted, supported and empowered to own their success. Working at LawDeb, you will have access to our enviable network of clients and innovative projects, as well as brilliant colleagues to learn from and collaborate with.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Role Overview</span></span></p>\n<p>We are looking for a Client Support Executive Team Leader to manage our Pensions client support executive team through the transition from traditional secretarial support to an elevated, client-focused CSE model. This is a working team leader role combining hands-on CSE delivery with day-to-day team coordination and workload management.</p>\n<p><br></p>\n<p>You will lead a team of CSEs across London and Manchester, supporting individual development, and maintaining professional standards and team cohesion. A key aspect of the role is building a positive, collaborative team culture and proactively managing the team to ensure excellent service levels. You will work closely with the Operations Lead to ensure seamless client service delivery and support the team through the evolving CSE role requirements.</p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Job Role &amp; Responsibilities</span></span></p>\n<p><em>CSE Delivery 60% </em></p>\n<p>1. Client and engagement administration for portfolio of client engagements</p>\n<ul>\n<li>Support client onboarding and scheme setup processes</li>\n<li>Strategic diary management and meeting coordination</li>\n<li>Client and engagement travel arrangements and logistics</li>\n<li>Engagement expense management and reconciliation</li>\n<li>Meeting preparation and follow up as needed from the Trustee/Client</li>\n<li>Undertaking client-specific chargeable work under direction of Trustee Directors</li>\n<li>Assist with operational aspects of client service delivery</li>\n<li>Coordinate client communications regarding meeting logistics, papers and reporting</li>\n<li>Generate engagement and client reports as needed by the engagement owners</li>\n</ul>\n<p><br></p>\n<p>2. Systems and Technology Administration</p>\n<ul>\n<li>Maintain client records and documentation in accordance with governance standards and across systems</li>\n<li>Maintain data quality across client records and engagement information across key systems</li>\n<li>Support technology adoption, and building confidence, helping Trustees use systems effectively</li>\n<li>Assist with system changes and upgrades including systems testing and communicating changes to the wider team</li>\n<li>Support data quality initiatives including data reconciliations and checks across systems as requested by Team Leader or Operations Lead</li>\n</ul>\n<p><br></p>\n<p>3. Financial Coordination</p>\n<ul>\n<li>Process invoicing including WIP review, billing runs and client queries</li>\n<li>Administer credit notes and rebills</li>\n<li>Maintain accurate time recording against the right time categories</li>\n<li>Understand basic engagement financials (revenues, costs and margin) to flag areas of concern</li>\n<li>Management information updates (margin, utilisation and time reports)</li>\n</ul>\n<p><br></p>\n<p><em>Team Leadership 40%</em></p>\n<p>1. People Management</p>\n<ul>\n<li>Line manage team of CSEs through regular 1-2-1s, objective setting and performance management</li>\n<li>Support development and coach team members through the evolving CSE role</li>\n<li>Address any performance issues, escalating for support where needed</li>\n</ul>\n<p><br></p>\n<p>2. Team Coordination</p>\n<ul>\n<li>Allocate work fairly, managing capacity and absence cover across both locations</li>\n<li>Monitor team to excellent service standards and high professional standards, and act as escalation point for complex issues</li>\n<li>Facilitate team meetings and communication</li>\n<li>Address unprofessional behaviours</li>\n</ul>\n<p><br></p>\n<p>3. Operational Support</p>\n<ul>\n<li>Oversee invoicing processes, credit notes and engagement financial administration</li>\n<li>Support process standardisation and systems adoption across the team</li>\n<li>Monitor billing performance and time recording accuracy</li>\n<li>Identify efficiency improvements and share with Operations Manager</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">General and Team Duties</span></p>\n<ul>\n<li>Work with Operations Manager to align team priorities with business needs</li>\n<li>Model professional standards and positive behaviours</li>\n<li>Undertake training and engage fully in performance management</li>\n<li>Contribute positively to LawDeb culture</li>\n<li>Carry out such other tasks as you may be reasonably asked to do</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Essential Knowledge, Skills, Experience</span></p>\n<ul>\n<li>Team coordination or people management experience</li>\n<li>Professional services or financial services background</li>\n<li>Hands-on coordinator who balances CSE delivery with team leadership</li>\n<li>Strong communicator who addresses behavioural issues confidently</li>\n<li>Organised problem-solver managing multiple, competing priorities with ease</li>\n<li>Connects with diverse personalities and supports people through change</li>\n<li>Remains calm under pressure and models professional standards</li>\n<li>Strong understanding of engagement administration and billing processes</li>\n<li>Systems administration experience or aptitude for technology</li>\n<li>Outstanding communication and organisational skills</li>\n<li>Ability to address performance and behavioural issues</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Preferred Knowledge, Skills &amp; Experience </span></span></p>\n<ul>\n<li>Experience with PSA systems (Kantata), CRM platforms (MS Dynamics) or similar</li>\n<li>Previous exposure to engagement administration and billing processes</li>\n<li>Understanding of engagement financial performance and margin management</li>\n<li>Experience supporting multiple senior stakeholders simultaneously<br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Your Reward</span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Competitive salary with performance bonus scheme</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Generous pension contribution</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Full healthcare cover</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Health cash plan</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Life assurance</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Buy/sell annual leave scheme</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Additional Information</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">People who thrive at LawDeb make the most of this foundation to grow themselves, help us improve and have fun playing their part in building the culture that’s fuelling our growth.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">LawDeb hires people based on personal merit and qualifications regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background or any other protected attribute. We celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to work. We recognise that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. If you feel that you require any reasonable adjustments to be able to participate in this recruitment process, please provide further details where prompted.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Please note that we have a thorough referencing process, which includes credit and criminal record checks. </span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">If you’d like to find out more about LawDeb and our open vacancies, please contact our careers team on <a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"noopener noreferrer\">[email protected].</a> </span></p>",
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