Customer Oversight & Improvement Analyst

Birmingham (Wythall)

£32,000 - Circa £35,000 + 10% bonus & benefits

Closing date: 19 August 18

Reference: 3148

Working pattern: Fixed Term

Duration: 18 Months

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We are recruiting for a great opportunity within the Customer Oversight and Improvement team.

This is an 18 month Fixed Term Contract, working to ensure that customer outcomes are aligned with Phoenix expectations of how our customers should be treated.

We do this through themed and focussed reviews, looking at our Outsourced Service Providers (OSPs) overall customer service delivery.

This opportunity will enable you to work with all of our outsource partners, and a variety of internal stakeholders, whilst building knowledge of how Phoenix expects its customers to be treated and the regulatory requirements for treating customers fairly.

The role:

As a Customer Oversight and Improvement Analyst, you will monitor the customer experience provided by our OSPs to ensure that service delivery and customer outcomes meet Phoenix and regulatory expectations.

You will also look for and drive improvements to enhance our customer service experience.

Specifically, this will involve helping plan and carry out a programme of assurance activity, including testing customer processes and telephone calls at our OSPs, as well as supporting the delivery of project activity.

There is likely to be occasional UK travel, visiting our OSP offices to discuss the findings of our monitoring.

What we’re looking for:

First rate stakeholder management, working with a variety of internal teams, as well as our outsource partners, up to senior management level.

You will have a Financial Services background, preferably in life and pensions, with a strong understanding of delivering the right outcomes for customers and what is expected in order to deliver excellent customer service.

  • Able to exercise consistent judgement of customer outcomes

  • Excellent communication skills to ensure buy in of stakeholders

  • Strong report and business writing skills

  • Experience of delivering process improvements and change

  • Self-motivated and able to work both as part of a team and independently

  • Good knowledge of Microsoft Word and Excel

About us:

We value our employees highly and have been Britain's Top Employer for the last six consecutive years and are a member of the FTSE 250 index. We put people first in everything we do and are always looking for new professionals to join our talented team. Our funds are closed, enabling us to focus on areas that other businesses can't. This means that, among the many benefits of working at Phoenix, our staff can enjoy exposure to a diverse workload not found elsewhere. Our amazing facilities at Wythall offer free lunches at our onsite restaurant, nature trail walk, putting green, free car parking, subsidised onsite sport facilities including gym, football & cricket pitches, tennis courts,excellent rewards schemes….we could go on! We're proud of what we do, and we've recently gained recognition for our distinctive business model. We offer excellent training opportunities, career development and company culture.

Flexible working

Flexible working at Phoenix is: "A lifestyle that fuses your personal and professional life." We believe in a culture of flexibility, depending on the role we may be able to offer working arrangements that suit your needs. In today's world of work/life challenges we recognise getting this right is important to our employees and the success of our business.

Examples of this may include but are not exclusive to the following:

  • Part-time: You would work less than full-time hours for the business, perhaps by working fewer days or hours per week.
  • Flexible hours: Still working your contracted hours, you would have flexibility to start and finish within agreed core working times.
  • Job share: Where the role allows you would voluntarily share the duties of one full-time position with another colleague, splitting the hours on a pro-rata basis.
  • Home working: You would undertake some, or all, of your working duties from home or anywhere else other than the standard allocated place of work (including other Phoenix locations).


Our employee groups

Birmingham (Wythall) office

1 Wythall Green Way
B47 6WG
About Birmingham (Wythall)

Job managed by

Ruth Prosser

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Phoenix Group Careers _ What We Offer _ Supporting Others _ Volunteers Painting Birmingham Mind Image.jpg

What we offer

At Phoenix, we’ve built a hugely successful, well respected and rapidly developing business by putting our people first. Because we believe attracting, developing, motivating and inspiring exceptional people benefits our customers, our shareholders and ultimately, our performance.

So, join us and you can look forward to challenging and rewarding work, alongside highly skilled, expert colleagues. And, whether you’re based at Wythall near Birmingham, or our London office near St Paul’s Cathedral, or Basingstoke, you can expect excellent career development opportunities, outstanding rewards and benefits, and an unrivalled working environment.

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Phoenix Group Careers _ What We Offer _ Supporting Others _ Volunteers Painting Birmingham Mind Image.jpg

Glassdoor 3.8

"I am still pleasantly surprised every morning when I come into work."

"Growing company with lots of internal progression."

“There are various excellent events organised by the company throughout the year for staff and family. People are very friendly.”

“Good range of work arising from company acquisitions and projects.”

"The fact we have access to the Senior Management team and are listened to, and have our views taken into account is a massive plus for me."

Indeed 4.1

“A very busy and fast paced environment with great staff and management team. Everyone is respectful of people. A good level of socialising, I didn't feel left out even though I was a temp.”

“The working environment at Wythall is outstanding! Excellent restaurant for lunches followed by a walk to the onsite gym, tennis courts, football pitches or exercise classes.”

“The team are some of the hardest working people I have met.”

“A hardworking but challenging environment brought about by aggressive acquisition strategy.”

"My role was very demanding and diverse."