Customer Oversight Manager
Commercial Insurance | Markerstudy Group
UK-wide (with travel to key offices as required)
Permanent
The opportunity:
We're looking for a Customer Oversight Manager to lead and strengthen customer outcomes across Markerstudy's Commercial business. This role combines hands-on leadership with strategic oversight, covering quality assurance, complaints, training and Consumer Duty delivery.
You'll play a key role in shaping how our Commercial customers experience Markerstudy, ensuring regulatory compliance while continuously improving quality and satisfaction.
What you'll be doing
You'll take ownership across the full customer oversight agenda, including:
1. Customer Outcomes: Owning oversight of the end-to-end Commercial customer journey, ensuring positive, fair outcomes
2. Quality Assurance: Leading QA frameworks, identifying improvement opportunities and ensuring assurance aligns with FCA expectations
3. Complaints Management: Overseeing complaints handling, RCA and reporting in line with FCA and internal standards
4. Training & Capability: Managing technical training, inductions, CPD and e-learning to support compliance and customer excellence
5. Consumer Duty: Ensuring ongoing compliance with Consumer Duty reporting and governa...