Client Retention & Office Manager (Maternity Cover)

About the Role

We are looking for a highly organised, proactive and detail-oriented individual to join our team as a Client Retention & Office Manager on a 12-month maternity cover contract starting in January 2027.

This is a varied position combining client relationship management, claims administration, enquiry coordination and general office management. The successful candidate will play an important role in maintaining strong relationships with existing clients, ensuring claims progress efficiently and supporting the smooth day-to-day running of the business.

The role requires someone who is confident communicating with clients, comfortable managing multiple priorities and capable of taking ownership of administrative processes with minimal supervision.

There is potential for the successful candidate to move into a permanent Office Manager position following the maternity cover period. This would focus specifically on office management, internal coordination and administrative support, rather than the client retention and claims-related responsibilities.

Key Responsibilities

1. Client Retention & Relationship Management

• Proactively manage relationships with existing clients, ensuring regular communication and timely follow-ups.
• Maintain and work through a daily client contact tracker to identify upcoming actions and deadlines.
• Arrange project calls between clients and the relevant team members.
• Request and follow up on financial information and documentation required to progress claims.
• Monitor outstanding client information, proactively chasing where necessary to prevent delays.
• Review companies that have recently filed their accounts and contact relevant clients to establish whether they are ready to proceed with a claim.
• Ensure client records are accurate, up to date and clearly document the next required action.
• Liaise with internal teams to ensure client requirements are communicated and addressed efficiently.
• Identify opportunities to re-engage existing clients and support ongoing client retention.

1. Claims Administration & Quality Checking

• Support the administration and submission of client claims.
• Review final claim documentation to ensure accuracy, completeness and consistency before submission.
• Identify errors, missing information or discrepancies and communicate these to the relevant team members.
• Follow up on outstanding amendments to ensure documentation is finalised promptly.
• Monitor outstanding client information required to progress claims.
• Maintain accurate administrative records and support the smooth progression of claims through to submission.
• Ensure relevant internal processes and deadlines are followed.

1. Enquiry Management & Coordination

• Oversee the administration and progression of approximately 40–50 new enquiries per month.
• Ensure incoming enquiries are correctly logged, recorded and allocated.
• Monitor enquiry progress and ensure timely responses and follow-ups.
• Liaise with the designated enquiry lead to ensure enquiries are being managed effectively.
• Identify outstanding enquiries and proactively chase required actions or information.
• Maintain an organised and accurate enquiry pipeline.
• Support the wider team with enquiry-related administration where required.
• Ensure potential opportunities are not missed due to delays or lack of follow-up.

1. R&D Claim Pre-Notification Monitoring

• Monitor monthly R&D claim pre-notification requirements and associated deadlines.
• Review relevant claims to ensure required pre-notifications have been actioned.
• Identify outstanding actions and follow up with the appropriate team members.
• Maintain oversight of deadlines and flag any potential issues or delays.
• Support internal compliance with established claim administration processes.

1. Office Management & Team Coordination

• Coordinate the day-to-day administrative requirements of the office.
• Manage and communicate the weekly office lead rota, including responsibilities and required tasks.
• Ensure office-related duties are clearly allocated and followed up where necessary.
• Coordinate office deliveries, supplies and other practical requirements.
• Act as a central point of contact for general office administration and coordination.
• Communicate relevant operational information to the wider team.
• Respond to ad hoc office requirements and help resolve practical issues as they arise.
• Support the smooth and efficient running of internal office processes.

1. Diary Management, Travel & Administrative Support

• Provide diary management and administrative support to the Managing Director.
• Schedule appointments, meetings and other diary commitments.
• Arrange staff travel and associated bookings as required.
• Assist with meeting coordination and logistical arrangements.
• Provide general administrative support to colleagues across the business.
• Manage occasional ad hoc requests and administrative projects.

Skills & Experience

Essential

• Excellent organisational and time management skills, with the ability to prioritise competing responsibilities.
• Strong written and verbal communication skills.
• A proactive approach to problem-solving and following up on outstanding actions.
• High attention to detail, particularly when reviewing documentation and maintaining records.
• Confidence communicating professionally with clients and colleagues.
• Ability to work independently, take ownership of tasks and manage deadlines.
• Strong administrative skills and proficiency in Microsoft Office, particularly Outlook, Excel and Teams.
• Ability to manage multiple ongoing tasks without losing sight of deadlines or required follow-ups.
• A flexible, adaptable approach to supporting the wider business.

Desirable

• Previous experience in client relationship management, account management, office management or a similar administrative role.
• Experience working within a professional services, consultancy or financial services environment.
• Experience coordinating internal processes and monitoring deadlines.
• Familiarity with CRM systems, client databases or administrative tracking systems.
• Experience supporting senior management with diary coordination and travel arrangements.
• Knowledge of R&D tax relief processes would be beneficial but is not essential.

About You

We are looking for someone who is naturally organised, personable and comfortable taking responsibility for a wide range of tasks.

The ideal candidate will be someone who enjoys building positive relationships with clients while also being highly effective behind the scenes, keeping processes organised and ensuring that important actions are completed.

You will be confident working independently, using your initiative and communicating with different members of the team. You should be comfortable balancing routine responsibilities with unexpected requests and changing priorities.

Above all, you will be someone who takes pride in being reliable, thorough and proactive.

Working Arrangements & Contract

This is a 12-month fixed-term maternity cover position , commencing in January 2027.

The successful candidate will receive a handover and training to become familiar with the company's clients, internal systems, processes and administrative responsibilities.

While the initial position will cover both client retention and office management, there is potential for the role to develop into a permanent Office Manager position following the maternity cover period, subject to business requirements.

The permanent position would focus on office operations, internal administration, team coordination, diary management and general business support.

What Success Looks Like

The successful candidate will:

• Maintain consistent and proactive communication with existing clients.
• Ensure project calls are arranged and outstanding client information is followed up promptly.
• Support the accurate and timely administration of claims.
• Keep the enquiry pipeline organised, with clear ownership and follow-up of outstanding actions.
• Ensure key administrative deadlines and processes are monitored effectively.
• Maintain smooth office operations and clear communication across the team.
• Provide dependable administrative support to the Managing Director and wider business.

Pay: £30,000.00 per year

Work Location: In person