Support Team Leader - Administration

Role summary

Team leadership and supervision

• Provide day-to-day supervision, guidance and practical support to the Reception and Administration team.
• Allocate and monitor workloads and coordinate reception and administration cover, including rotas, breaks, holidays and short-term absence.
• Act as the first escalation point for operational queries, client service concerns and difficult situations.
• Support recruitment, induction, probation, one-to-ones, team check-ins, feedback and coaching.
• Assist with performance, attendance and conduct matters under the guidance of the HR and Office Manager.
• Promote collaboration, knowledge-sharing, inclusion and a positive team culture.

Client service and reception

• Ensure incoming telephone calls are handled efficiently and directed appropriately.
• Oversee reception of clients and visitors while maintaining privacy, confidentiality and security.
• Maintain the cleanliness, organisation and presentation of reception and client-facing areas.
• Monitor reception equipment, web enquiries and the Family First inbox.
• Support colleagues handling challenging visitors, complaints and sensitive enquiries.
• Organise swears and oversee certified copies of identification documents.

Administration and records

• Oversee receipt, sorting and distribution of incoming post.
• Manage the logging, storage, removal, retrieval and return of files, deeds and Wills.
• Coordinate file retrieval and scanning of closed Wills files for all offices.
• Oversee archiving and maintain accurate records of file locations.
• Coordinate scanning, photocopying, document distribution and general administration.
• Complete periodic record and process checks, address errors and identify training needs.

Office and facilities support

• Order stationery and consumables, monitor stock and ensure deliveries are stored appropriately.
• Arrange couriers and deliveries and provide local courier support when necessary.
• Obtain quotations and arrange office furniture and equipment orders within delegated authority.
• Report defects and maintenance needs and monitor completion of actions.
• Coordinate meeting room setup and clearing, refreshments and catering.
• Oversee weekly fire alarm tests and retain associated records.

Financial administration

• Oversee receipt and recording of cash and cheques at Reception.
• Coordinate banking and petty cash activities in accordance with firm procedures.
• Process and supervise card payments and ensure end-of-day reports are produced and reconciled.
• Distribute receipts promptly and maintain controls, records and confidentiality when handling financial transactions.
• Report financial discrepancies immediately.

Quality and compliance

• Ensure the team follows policies and procedures relating to confidentiality, data protection, information security, health and safety, equality and inclusion.
• Monitor service standards, carry out proportionate quality checks and promote consistent processes across the team.
• Identify practical improvements to systems, processes and team capability.