Client Support Executive Team Leader

About Law Debenture 

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.

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.

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.

Role Overview

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.

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.

Job Role & Responsibilities

CSE Delivery 60%

1. Client and engagement administration for portfolio of client engagements

Support client onboarding and scheme setup processes

Strategic diary management and meeting coordination

Client and engagement travel arrangements and logistics

Engagement expense management and reconciliation

Meeting preparation and follow up as needed from the Trustee/Client

Undertaking client-specific chargeable work under direction of Trustee Directors

Assist with operational aspects of client service delivery

Coordinate client communications regarding meeting logistics, papers and reporting

Generate engagement and client reports as needed by the engagement owners

2. Systems and Technology Administration

Maintain client records and documentation in accordance with governance standards and across systems

Maintain data quality across client records and engagement information across key systems

Support technology adoption, and building confidence, helping Trustees use systems effectively

Assist with system changes and upgrades including systems testing and communicating changes to the wider team

Support data quality initiatives including data reconciliations and checks across systems as requested by Team Leader or Operations Lead

3. Financial Coordination

Process invoicing including WIP review, billing runs and client queries

Administer credit notes and rebills

Maintain accurate time recording against the right time categories

Understand basic engagement financials (revenues, costs and margin) to flag areas of concern

Management information updates (margin, utilisation and time reports)

Team Leadership 40%

1. People Management

Line manage team of CSEs through regular 1-2-1s, objective setting and performance management

Support development and coach team members through the evolving CSE role

Address any performance issues, escalating for support where needed

2. Team Coordination

Allocate work fairly, managing capacity and absence cover across both locations

Monitor team to excellent service standards and high professional standards, and act as escalation point for complex issues

Facilitate team meetings and communication

Address unprofessional behaviours

3. Operational Support

Oversee invoicing processes, credit notes and engagement financial administration

Support process standardisation and systems adoption across the team

Monitor billing performance and time recording accuracy

Identify efficiency improvements and share with Operations Manager

General and Team Duties

Work with Operations Manager to align team priorities with business needs

Model professional standards and positive behaviours

Undertake training and engage fully in performance management

Contribute positively to LawDeb culture

Carry out such other tasks as you may be reasonably asked to do

Essential Knowledge, Skills, Experience

Team coordination or people management experience

Professional services or financial services background

Hands-on coordinator who balances CSE delivery with team leadership

Strong communicator who addresses behavioural issues confidently

Organised problem-solver managing multiple, competing priorities with ease

Connects with diverse personalities and supports people through change

Remains calm under pressure and models professional standards

Strong understanding of engagement administration and billing processes

Systems administration experience or aptitude for technology

Outstanding communication and organisational skills

Ability to address performance and behavioural issues

Preferred Knowledge, Skills & Experience 

Experience with PSA systems (Kantata), CRM platforms (MS Dynamics) or similar

Previous exposure to engagement administration and billing processes

Understanding of engagement financial performance and margin management

Experience supporting multiple senior stakeholders simultaneously

Your Reward

Competitive salary with performance bonus scheme

Generous pension contribution

Full healthcare cover

Health cash plan

Life assurance

Buy/sell annual leave scheme

Additional Information

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.

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.

Please note that we have a thorough referencing process, which includes credit and criminal record checks. 

If you’d like to find out more about LawDeb and our open vacancies, please contact our careers team on [email protected].