Client Services Team Leader

Job Title:
Client Services Team Leader

Location:
Cuckfield, West Sussex

Type:
Full time / Monday to Friday / 9am-5:30 pm

Salary:
£28,000 - £30,000 per annum (negotiable)

Company Description

At Thriiver, we believe everyone should have the opportunity to thrive in the workplace. Since 1997, we've supported individuals and organisations with Workplace Needs Assessments, Assistive Technology, training, coaching, and advisory services to unlock potential and build truly inclusive cultures.

We are a neurodiversity consultancy, supporting individuals through the Department of Work and Pensions' Access to Work programme, and working directly with employers to help support and embrace the strengths of neurodiverse and disabled employees.

Role Description

We are seeking a
Client Services Team Leader
to oversee our client services function and ensure positive outcomes for neurodiverse individuals.

Reporting to the Sales Director and Operations Manager, you will lead our client-services team to deliver consistent, high-quality services and build strong, long-term client relationships. You will support the team in meeting client objectives, responding to queries promptly, and ensuring clients experience value and support from Thriiver services.

You will also work closely with the Sales Director to support client renewals, expansions, and opportunities within existing accounts.

Job Description

Team Leadership & Support

• Lead, mentor, and motivate the client services team, fostering a supportive and inclusive environment.
• Allocate work, provide guidance and feedback, and monitor team performance to ensure service targets are met.
• Collaborate with Operations and Sales to coordinate workflows and team priorities.

Client Management

• Build and maintain trusted relationships with corporate and Access to Work clients.
• Understand client objectives and ensure services are delivered effectively to meet those goals.
• Support the Sales Director & Operations Manager with client onboarding, renewals, expansions, and opportunities within existing accounts.

Operational Management & Performance

• Monitor team performance against KPIs, service levels, and client satisfaction metrics.
• Implement process improvements and ensure adherence to established frameworks, procedures, and standards.
• Manage daily operations efficiently to meet service targets and SLAs.

Strategy & Continuous Improvement

• Support the implementation of the client services strategy to achieve company goals.
• Translate strategic priorities into actionable plans for the team.
• Gather client feedback and analyse performance data to identify opportunities for growth and improvement.

Person Specification

Essential

• Demonstrates ability to lead a team of at least 3 people, including allocating tasks, providing guidance, and monitoring performance.
• Demonstrates experience managing client accounts or delivering client-facing services, including resolving queries and meeting service objectives.
• Demonstrates ability to explain processes clearly, listen actively to client and team needs, identify issues promptly, and coordinate tasks to meet deadlines.
• Follows established frameworks, processes, and KPIs consistently while identifying opportunities to improve team workflows and client outcomes.
• Maintains clear and timely communication, meets commitments reliably, and works constructively with colleagues and clients to achieve shared goals.
• Full driving license

Desirable

• Uses CRM or digital tools to track client interactions, monitor performance, and report outcomes.
• Shows awareness of workplace adjustments, neurodiversity, or disability inclusion (training will be provided).

Benefits

• 23 days of Annual Leave
• Employee Assistance Programme including 24/7 GP appointments
• Hybrid and flexible working
• Free on-site parking
• Quarterly performance-related bonus

Recruitment & Interviews

We are happy to consider any
reasonable adjustments
that candidates may need during the recruitment process. You will be asked whether you require any adjustments during your application, and additional options can be requested by contacting

Interviews will be held virtually from the 15
th
of October 2025, with slots available throughout the working day, including early and late options. In-person interviews can be arranged on request.