Job Description

About Us

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.

Together, we thrive.

About the Role

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.

Location:

The Courtyard, Holmsted Farm, Staplefield Road, Cuckfield, West Sussex, RH17 5JF.

This role offers hybrid working, with three days in the office and two days from home.

We welcome flexible working requests and are happy to discuss individual arrangements.

Hours:

Monday to Friday, 9 am to 5:30 pm, excluding public bank holidays. The role is available full-time and on a permanent contract.

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.

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).

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.

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

Job Types: Full-time, Permanent

Pay: 28,000.00-30,000.00 per year

Benefits:

Casual dress Company events Company pension Free parking Life insurance On-site parking Sick pay Transport links Work from home
Experience:

Leading a team of at least 3 people: 2 years (required) Managing client accounts : 2 years (required) Awareness of workplace adjustments: 2 years (preferred)
Work authorisation:

United Kingdom (preferred)
Work Location: Hybrid remote in Haywards Heath RH17 5JF