Customer Service Operations Manager

2 days ago

Liverpool, Liverpool, United Kingdom Adaptable Recruitment Full time £840,000 per year

At Adaptable Recruitment w
e 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 in 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.

Desirable

  • 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.

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