Customer Oversight Manager
Salary: Up to £51,500 dependent on skills and experience
Permanent
Hybrid working (office based in Birmingham) – Currently 1-2 days in the office per week
Closing Date: 1st August 2025
As a proud mutual since 1841, Wesleyan is committed to creating brighter financial futures for our customers and members. We specialise in providing financial services to some of the nation’s most trusted professions: GPs, hospital doctors, dentists, and teachers.
To find out more about what we do, visit our website: https://www.wesleyan.co.uk/about
We are proud supporters of the ABI Making Flexible Work campaign which means we are open to discuss flexible working, job shares and part time options.
Your role:
Reporting into the Head of Customer Oversight, the Customer Oversight Manager owns the oversight and implementation of the centrally designed customer interaction strategy and roadmap (across all channels), driving performance through the business to achieve a cohesive and optimal experience for the customer.
You will be responsible for defining the quality assurance strategy, approach and execution across outsourced processes including statements, quick resolution complaints, new business, claims, etc.
This position will identify service improvements across customer journeys and drive supplier’s operational delivery to achieve good customer outcomes.
What you’ll be doing:
1. Responsible for understanding and driving improvement in the E2E customer journey (pertaining to customer servicing) and feeding these opportunities into Wesleyan’s internal customer journey team and into Material Outsourcer.
2. Management of the processes for analysing customer journey data such as feedback, complaints etc. to suggest improvements and test to ensure good outcomes
3. Lead the team in carrying out root cause analysis to identify systematic issues in the current end to end customer journey, customer interactions or products
4. Own the consumer duty agenda for customer outcomes, ensuring any regulatory changes are implemented by the supplier
5. Responsible for providing direction when an escalation of quality in service/output is required
6. Lead, coach, train and develop the quality assurance to maximise their competence, efficiency and effectiveness, ensuring air outcomes for customers
7. Provide guidance to the Customer Oversight Analysts in carrying out deep dives on customer journeys to ensure positive customer outcomes, risks are addressed, and correct controls are in place
8. Resolve issues with legacy servicing and product e.g. mis-sold pensions
9. Comply with all regulatory and legal requirements in respect of your role and act to deliver good customer outcomes and embed a culture in which good outcomes for customers is central
We’re looking for:
10. Solid operational experience working in a Customer Service environment, with expertise in customer journey mapping, process optimisation, and CX improvement
11. Leadership in escalation management and quality assurance frameworks.
12. Solid regulatory understanding and knowledge to ensure achieving good and fair customer outcomes e.g. Consumer Duty
13. Strong leadership and coaching skills, with experience managing direct reports and building high-performing teams.
14. Strong ability to analyse and interpret multiple data points to help inform where additional analysis and deep dives are required to ensure optimum customer outcomes
15. Strong IT skills, particularly Excel.
16. Excellent communication skills, comfortable with interacting with all levels of the organisation including Senior Leaders/Executive
17. Strong stakeholder management and influencing skills, has the ability to establish long-term relationships both internally and externally
18. Holds a certificate in Regulated Financial Services Operations or is committed to achieving this within 24 months of starting the role
19. Strong decision making, action planning and prioritisation skills
20. Deep knowledge of legacy financial products and associated compliance challenges.
Benefits:
21. Annual Performance based Bonus – based on a mixture of company and personal performance
22. 28 days annual leave (plus 1 additional “culture day” & bank holidays) – increases to 30 days with 5 years’ service
23. Company pension scheme - matched plus 2% (up to 10%)
24. Free secure underground Birmingham city centre parking (available on weekends for personal use – subject to availability)
25. Cashback and discounts on major brands in retail, leisure, health, and wellbeing
26. Enhanced maternity & paternity pay
27. 2 volunteering days per year
To find out more about some of the great benefits Wesleyan offer, visit our careers page: https://careers.wesleyan.co.uk/applicantPortal/rewards
What to know before applying:
Equal Opportunities: Wesleyan are an equal opportunities employer. We know the best teams are made up of inclusive groups of diverse people where everyone’s contribution counts, and we believe everyone has the right to proudly be themselves. We’re building a culture where difference is actively encouraged and simply recruit the best people for the job irrespective of lifestyle, life history and life choices.
Reasonable Adjustments: We understand that there are a wide range of reasons that you may require reasonable adjustments to the recruitment process- please let us know in your application how we can best support you.
VISA Sponsorship: We are unable to provide VISA sponsorship, and therefore cannot employ anyone who does not have the legal right to live and work in the UK – within our recruitment process you will be asked to provide evidence of your Right to Work.
Advert Closing: We typically advertise for two weeks, though we reserve the right to close adverts early if we receive a high volume of applications; we would therefore recommend an early application if you’d like to be considered for our opportunities.
Regulatory Requirements: Please note this is role is subject to regulatory requirements. As a financial services organisation we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect the Wesleyan Group and our customers. Relevant checks and assessments will be carried out during the recruitment process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR) or the Insurance Distribution Directive Please note a criminal record check and credit check will apply and this role is also subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy).