As a Team Leader in Client Support, you will drive the delivery of excellent service by guiding, supporting, and motivating a team of advisors responsible for administrative tasks, email handling, and telephone workflows. Your focus will be on ensuring accuracy, efficiency, and an AO-standards‑based culture of quality and performance.
Responsibilities
* Lead, support and motivate a team of advisors across administrative tasks, email handling and telephone contacts.
* Coach advisors through regular 1:1s, performance reviews, and ongoing development conversations.
* Create a motivated, high‑performing team environment where people feel valued, supported and clear on expectations.
* Manage attendance and conduct in line with AO policies, ensuring a fair and people‑first approach.
* Carry out regular quality checks to ensure written communication, administration and data accuracy meet AO standards.
* Ensure process compliance so all work is consistent, efficient and customer‑ready.
* Own daily work allocation to keep priorities clear, workloads balanced and SLAs on track.
* Manage escalations involving complex admin issues or errors, resolving them calmly, clearly and efficiently.
* Drive continuous improvement in accuracy, productivity and overall team delivery.
* Embed a culture where ownership, quality and SLA performance matter every day.
Qualifications
* Experienced people leader who enjoys coaching, developing and motivating others.
* Confident managing performance, attendance and conduct in a fair, consistent and supportive way.
* Strong eye for detail with a focus on quality, accuracy and compliance.
* Comfortable working with SLAs and understands what it takes to consistently meet (and exceed) them.
* Organised and capable of juggling priorities, workloads and deadlines.
* Handles escalations calmly and takes ownership of resolving issues end‑to‑end.
* Maintains strong knowledge of systems, tools and processes to support the team.
* Motivated by continuous improvement and helping the team grow in confidence, accuracy and productivity.
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