Client Services Team Lead

Voy; United Kingdom; Ibrido; GBP 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

Voy is seeking a Client Services Lead to join the Morelife by Voy Client Services team in the UK. You will own the day-to-day client journey on your contract and lead a 10+ person team, ensuring high standards across referrals, bookings and onboarding.

You will be data-informed and accountable for KPI delivery, driving continuous improvement and escalations only when necessary. This is an opportunity to make a tangible impact on client experience while leveraging Voy's NHS-commissioned expertise

Competenze

• Experience leading a team in client services environment.
• Data-driven approach to monitor KPIs and identify improvements.
• Strong people leadership with a track record of developing others.
• 3-4 years in client services, preferably health, wellbeing or social care.

Mansioni

• 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

Conoscenze

People leadership

Data-informed

Client services background

Operational management

KPIs & reporting

Stakeholder communication

Descrizione del lavoro

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?