At Adaptable Recruitment we are seeking a dynamic and experienced Customer Operations Leader to head up a Customer Services team. You will be responsible for ensuring the delivery of excellent service to our clients, driving team performance, and championing operational excellence.

Package: up to £70,000 depending on experience
Holidays: 24 days + bank (increases with service)
Location: Liverpool - Fully Office based
Benefits: Healthcare cash plan - Life Assurance - Access to EAP

Main Responsibilities to include:

• Lead and manage the Customer Services team, ensuring service standards and performance targets are consistently met.
• Act as a senior escalation point for complex client or partner issues, ensuring timely resolution.
• Oversee the onboarding and setup of new accounts, ensuring accuracy and efficiency.
• Manage the client lifecycle, including changes, leavers, and ongoing maintenance.
• Identify and drive process improvements to enhance client experience and operational efficiency.
• Work cross-functionally with teams such as IT, HR, and Product to ensure seamless service delivery.
• Provide coaching, development, and performance management for direct reports and the wider team.
• Monitor service metrics and KPIs, providing insightful reports and improvement recommendations.
• Foster a customer-centric culture and high levels of team engagement.

Essentials

• Proven experience managing a team within financial services (this is essential).
• Strong background in senior customer operations or client services leadership roles.
• Experience managing large teams in a high-volume, service-driven environment.
• Demonstrated ability to work with clients, partners, or intermediaries.
• Excellent communication, stakeholder management, and problem-solving skills.
• Strong organisational, coaching, and people leadership capabilities.
• A process-driven mindset with a focus on continuous improvement and service excellence.

The ideal candidate:

• Experience in a regulated or complex operational environment.
• Familiarity with client onboarding systems, CRM platforms, or workflow tools.
• A track record of delivering change, transformation, or service improvement projects.