Client Services Team Lead

Voy; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Morelife by Voy's Client Services team seeks a Client Services Lead to take ownership of a contract, leading 10+ Administrators and driving the end-to-end client journey from referral to onboarding and ongoing communication.

You'll be directly accountable for contract KPIs, monitor performance, and balance day-to-day operations with a focus on service excellence, backed by Voy's NHS-commissioned expertise and scale.

Qualifications

• 1+ year experience managing or leading a team.
• 3-4 years' experience in a client services environment, ideally health, wellbeing or social care.
• Data-informed with KPI monitoring and improvement.
• Excellent communication with professionalism and empathy.
• Self-starter with initiative and ability to work under tight deadlines.

Responsibilities

• Lead and develop a team of 10+ Client Services Administrators, building a culture of accountability and continuous learning
• Own the end-to-end client journey on your contract, from referral intake and booking through onboarding and ongoing communication
• Be directly accountable for your contract's Client Services KPIs, tracking and reporting performance against target
• Run daily operations (referrals, bookings, data entry, client communications) to a consistently high standard across every touchpoint
• Resolve complex client enquiries directly, escalating to your Client Services Manager only when needed
• Spot and fix bottlenecks or capacity risks before they affect service levels
• Share best practice with your Client Services Manager and fellow Team Leads to keep standards consistent across contracts

Skills

People leader

Data-informed

Strong communicator

Problem solver

Self-starter

Education

Experience leading a team

Client services background

Job description

You'll join Morelife by Voy's Client Services team, the front office responsible for the first experience every client has with our services, from referral through to their first group session. As Client Services Lead, you'll take direct ownership of one of our contracts: leading a team of 10+ Client Services Administrators, running the day-to-day client journey, and being accountable for the results your contract delivers.

This is a genuine first step into people leadership. You'll have real autonomy over how your contract runs and a direct line of sight to the impact you're having on client experience and service performance, all backed by 25 years of NHS-commissioned expertise and Voy's investment in technology and scale.

What you’ll do:

• Lead and develop a team of 10+ Client Services Administrators, building a culture of accountability and continuous learning
• Own the end-to-end client journey on your contract, from referral intake and booking through to onboarding and ongoing communication
• Be directly accountable for your contract's Client Services KPIs, tracking and reporting performance against target
• Run daily operations (referrals, bookings, data entry, client communications) to a consistently high standard across every touchpoint
• Resolve complex client enquiries directly, escalating to your Client Services Manager only when needed
• Spot and fix bottlenecks or capacity risks before they affect service levels
• Share best practice with your Client Services Manager and fellow Team Leads to keep standards consistent across contracts

Who you are (up to 8 bullet points)

• Data-informed: comfortable using performance and activity data to monitor KPIs and spot opportunities for improvement
• Owns outcomes: hands-on and genuinely accountable for your contract's results
• People leader: 1+ year's experience managing or leading a team, with a track record of developing people
• Client services background: 3-4 years' experience in a client services environment, ideally health, wellbeing or social care
• Operationally sharp: experienced running day-to-day referral, booking and client communication processes
• Problem solver: anticipates challenges, adapts quickly and keeps improving how your team works
• Strong communicator: confident handling complex client enquiries with professionalism and empathy
• Self-starter: uses initiative and works flexibly as part of a team under tight deadlines

No one has scaled healthcare without compromising on either efficacy or experience. Until now. Today, we serve over one million members across the UK, Germany, India and Brazil with personalised care for hormonal imbalance, obesity, hair loss and menopause. Ready to join us and change how healthcare feels for millions?