Client Services Team Lead: End-to-End Client Journey

Voy; United Kingdom; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

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

Qualifications

• 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.

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 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

Skills

People leadership

Data-informed

Client services background

Operational management

KPIs & reporting

Stakeholder communication

Job description

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