Client Services Team Lead: Own the Client Journey & KPIs

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

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.