Client Services Team Lead

Location: United Kingdom; hybrid

Company

Morelife by Voy provides client services backed by 25 years of NHS-commissioned expertise and investment in technology and scale.

What you will do

• Lead and develop a team of 10+ Client Services Administrators.
• Own the end-to-end client journey from referral intake and booking through onboarding and ongoing communication.
• Track, report, and deliver Client Services KPIs for the assigned contract.
• Run daily referral, booking, data entry, and client communication operations.
• Resolve complex client enquiries and escalate issues when needed.
• Identify bottlenecks and capacity risks while sharing best practices across contracts.

Requirements

• At least 1 year of experience managing or leading a team, with evidence of developing people.
• 3–4 years of experience in a client services environment, ideally in health, wellbeing, or social care.
• Experience with referral, booking, and client communication processes.
• Comfort using performance and activity data to monitor KPIs and identify improvements.
• Strong communication skills and the ability to handle complex client enquiries with professionalism and empathy.
• Initiative, adaptability, and the ability to work flexibly under tight deadlines.

Culture & Benefits

• Hybrid working in the United Kingdom.
• Autonomy over the operation of the assigned contract.
• Opportunities for continuous learning and people development.
• Direct visibility into client experience and service performance.