Client Support Manager

CompanyDuncan & Toplis

LocationEast Midlands, England, United Kingdom

Posted At1/15/2026

UK Visa Sponsorship Analytics

Occupation Type

Customer service managers

Occupation Code Skill LevelMedium Skilled

Sponsorship EligibilityIneligible for Sponsorship

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Description

Our Client Support Services team is seeking a Client Support Manager to lead and continuously improve the delivery of client support and administrative services across all locations, ensuring consistency, efficiency, and a high-quality experience for internal stakeholders and external clients.

We are seeking an experienced, forward-thinking manager with a strong track record of leading multi-site administrative or client support teams within an accountancy practice. The successful candidate will demonstrate excellent IT capability, with advanced Microsoft Office skills, and a proven background in process improvement and service design to drive operational efficiency and service excellence.

You will be a confident and credible communicator with strong stakeholder management skills, able to influence and engage at all levels of the organisation. A data-driven, commercially aware mindset is essential, with the ability to clearly demonstrate return on investment from change initiatives. The role also requires robust project management expertise and the confidence to deliver technology-enabled transformation in a professional services environment. You will have worked in an accountancy practice or a similar capacity.

Duncan & Toplis is one of the UK’s largest independent accountants and business advisers. Celebrating our 100-year anniversary in 2025, we are on course for the biggest period of growth in our history. Our vision to be the team that clients always choose to work with and where talented people belong remains at the forefront and guides everything that we do.

Your responsibilities

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

Managing and developing team members, which includes formal and informal on the job training. Conducting performance reviews and the setting of clear objectives
Build, lead and manage centralised client support and operations teams across all locations
Increase chargeable time across the business through improved operational support
Lead on overseeing the review of standard operating procedures (SOPS) (for client support), systems, client portal and processes in order to assess efficiencies, ensure improvements, updates required and areas that are best suited for further development.
You will ensure COO is kept informed of any and all significant client issues, including complaints and opportunities as they arise

Actively monitoring the team performance within the hubs and reporting on all relevant metrics to COO. Prepare monthly reports for the COO to share with relevant stakeholders.

Provide reports as requested on team progress and KPI targets.

Design and implement centralised service model with clear SLAs (aligned to SOPs)

Champion technology, automation and continuous improvement in client support processes

Actively contribute to the company’s operational strategy and wider transformation initiatives

About you

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

Leadership:- Proven experience leading multi-site administrative or client support teams
Technical:- Strong IT skills with a working knowledge of Microsoft Office 365 products, essentially within outlook and word
Operational excellence:- Strong process improvement and service design background
Exceptional Communication:- Excellent stakeholder management and communication skills.
Data Analysis:-

Data-driven, commercially aware, and able to evidence ROI from change initiatives.

Project Management:- Project-management competence and comfort with technology-enabled transformation

Be a Duncan & Toplis team member

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.