Voy
Client Services Team Lead
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Department: Client Services
Location: United Kingdom
Remote Status: Hybrid
The Opportunity
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
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- 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)
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- 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
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