A career where you can give back

At Medicash, our aim is to make it easier, quicker, and cheaper for our customers to protect and improve their everyday health. As one of the UK’s oldest and most trusted health cash plan providers, we’ve spent a long time – over 150 years! – building an organisation that both values its staff and their wellbeing.

Medicash is located in the heart of Liverpool’s financial district, just minutes from the city’s historic waterfront and Liverpool One shopping complex. Based across one floor, our offices are professional, bright, modern, and accessible.

Current Vacancies

Head of Claims & Customer Service

Location: Liverpool City Centre

Benefits including: Opportunity for hybrid working, Medicash health plan, EAP & generous company pension contribution

Holidays: 26 days holiday (plus bank holidays)

This role involves leading Medicash’s customer-facing operations – overseeing claims, key accounts, telephony, and office services.

Key Responsibilities:

Operational and Service Leadership

• Provide strong, visible leadership across all operational service areas, ensuring the highest standards of customer service, accuracy, and efficiency.
• Oversee the Claims, Key Accounts, Telephony, Communications & Bereavement, Claims Audit, and Office Services teams to ensure seamless and effective service delivery.
• Monitor and drive key performance metrics, ensuring that productivity, quality, and service level targets are consistently achieved.
• Implement and maintain robust operational processes that ensure consistency, efficiency, and scalability in line with Medicash’s growth.
• Oversee Office Services, including the post room and facilities management, to ensure the smooth day-to-day running of business operations.

Customer Experience and Complaints

• Champion a customer-first culture across all Claims and Customer Service functions, ensuring that every interaction delivers a positive experience consistent with Medicash’s values.
• Drive continuous improvement in customer satisfaction, ensuring service quality, responsiveness, and communication standards exceed customer expectations.
• Monitor and analyse customer feedback, satisfaction scores, and turnaround times to identify trends and opportunities for improvement.
• Act as the senior escalation point for customer complaints, ensuring fair, timely, and compliant resolution in line with Consumer Duty principles and regulatory expectations.
• Work collaboratively with the Risk and Compliance teams to ensure that complaint handling processes and customer communications meet best practice standards.
• Identify recurring complaint or dissatisfaction themes and implement process and training improvements to reduce root causes and enhance the overall customer journey.

Change and Transformation

• Support the embedding of new systems, processes, and change, ensuring adoption and sustainability.
• Partner with the Head of Change & Transformation to identify, design, and implement operational improvements and change initiatives across the Claims and Customer Service functions.
• Act as a visible champion for change, promoting innovation and a forward-thinking approach across the business.
• Contribute to the wider business transformation agenda by sharing insights and collaborating with senior leaders on cross-functional improvement programmes.

People Leadership and Culture

• Lead, coach, and develop colleagues in the Claims & Customer Service teams through effective performance management and mentoring.
• Build a culture of empowerment, collaboration, and accountability across all service areas.
• Foster an inclusive, high-performance environment that encourages open communication, learning, and continuous improvement.

Regulatory Compliance and Governance

• Ensure all claims and customer service operations comply with the Consumer Duty, SMCR, the Conduct Rules and other relevant regulatory frameworks.
• Maintain strong working relationships with the Risk & Compliance function to ensure governance, monitoring, and reporting standards are met.
• Support the embedding of a risk-aware culture, ensuring all colleagues understand their responsibilities under regulatory and internal policies.

Candidates must have proven senior leadership experience within claims, customer service, or operational functions — ideally within a financial services or insurance environment.

Candidates must also demonstrate excellent stakeholder management, communication, and influencing skills, with the ability to work collaboratively across departments.

Further details and job description can be obtained on request.

To apply, please send your CV and a covering letter to [email protected]

Senior Marketing Executive

Location: Liverpool City Centre

Benefits including: Opportunity for hybrid working, Medicash health plan, EAP & generous company pension contribution

Holidays: 26 days holiday (plus bank holidays)

The purpose of this job is to develop and deliver specific marketing plans and activities for all Medicash brands including Health@Work, contributing to increased sales whilst ensuring a consistent brand message is delivered across all channels.

Key Responsibilities:

• Support the development and execution of the strategic marketing plan, contributing to the delivery of multi-channel marketing campaigns that align with business objectives
• Oversee and co-ordinate the day-to-day delivery of marketing projects, ensuring deadlines, budgets and quality standards are consistently met
• Prepare copy for, and manage the production of, all marketing literature, including leaflets, brochures, advertisements, email campaigns, tender documents, and other promotional materials
• Prepare accurate and creative copy for press releases, award submissions, case studies, white papers, and other external communications
• Lead the planning and optimisation of email marketing activity, working closely with the Marketing and Health@Work Teams to deliver effective cross-promotional and lead nurture campaigns
• Help to update, optimise, and maintain company websites in partnership with the Digital Marketing Executive (including blogs and new page copy), ensuring content portrays the brand image and tone of voice, is user-friendly, and supports SEO objectives
• Research key HR-led topics and thought leadership discussions to update the existing library of Health@Work guides and create new guides as required
• Work collaboratively across departments to uphold brand consistency and tone of voice standards while ensuring compliance with consumer duty obligations
• Contribute to the continuous improvement of marketing processes and the sharing of best practices across the team
• Keep Head of Marketing updated on new marketing initiatives and campaigns being run by competitors, providing regular insights and recommendations to inform future strategy
• Carry out any project assigned by Management to meet the needs of the business and cross-train on other marketing activities to help cover any periods of annual leave or sickness absence.

Candidates must demonstrate excellent communication skills, with the ability to work collaboratively across departments and external stakeholders.

Further details and job description can be obtained on request.

To apply, please send your CV and a covering letter to [email protected]