At Adaptable Recruitment we have an Excellent Opportunity for a Head of Claims & Customer Services to join a fast-growing financial services company in the heart of Liverpool

Package: up to £70,000 depending on experience
Holidays: 26 days + bank (increases with service)
Location: Liverpool - Fully Office based for the first 6 months then hybrid working considered
Benefits: Healthcare cash plan - Life Assurance - Access to EAP

Main Responsibilities to Include:

Operational Leadership

• Oversee core service functions to ensure consistent, efficient, and high-quality delivery.
• Drive performance against key metrics including service levels, accuracy, and turnaround times.
• Establish scalable processes that support future growth and operational resilience.

Customer Experience

• Champion a culture focused on excellent customer outcomes.
• Lead the resolution of complex customer complaints in line with regulatory and service standards.
• Monitor customer feedback and implement improvements to enhance satisfaction and reduce issues at the root cause.

Change & Transformation

• Support the implementation and embedding of new systems and processes.
• Collaborate with change and transformation teams to drive innovation and operational improvements.
• Act as a visible advocate for change and continuous improvement.

Leadership & Culture

• Lead, coach, and develop multidisciplinary teams to deliver high performance and engagement.
• Build a culture of accountability, inclusion, and collaboration.
• Promote open communication and continuous learning across all service areas.

Compliance & Governance

• Ensure service operations align with regulatory frameworks (e.g. SMCR, Consumer Duty).
• Work closely with Compliance and Risk to uphold governance, reporting, and best practice.
• Foster a risk-aware, compliant service culture across all functions.

Ideal Candidate:

• Senior leadership experience in customer service, claims, or operations, ideally within regulated sectors.
• Proven ability to lead and develop large, cross-functional teams.
• Strong background in customer experience, complaint resolution, and service delivery improvement.
• Experience managing change and process transformation in a fast-paced environment.
• Excellent stakeholder management, analytical, and communication skills.
• A values-driven leader who promotes collaboration and high standards.