Complaint Oversight Manager

Job Type: Permanent

Location: This role could be based in our Wythall, Telford, London, and Edinburgh offices with time spend working in the office and at home.

Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.

Closing Date: Wednesday 19th February

Salary and benefits: £80,000 - £85,000 plus 16% bonus up to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more

Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

The role

This is a senior management role requiring the ability to effectively lead two teams (Business Support and Resolutions and Complaint Insight and Policy teams) within the busy Complaints Standards and Resolutions Area which has responsibility for the oversight of complaint handling across the Phoenix Group, ensuring that we are consistently delivering good customer outcomes in line with our Phoenix Group Complaint Handling Framework.

The Business Standards and Resolutions team provide ongoing advice, guidance, and support to our BPO partners and other providers to enable the delivery of good outcomes for our customers in line with Phoenix Group complaint handling principles, visions, and values. They also ensure that high profile complaints are effectively managed to the highest standards to achieve timely and good customer outcomes, in the process protecting against the risk of brand and reputational damage and making certain that key stakeholders are effectively engaged to ensure full confidence in our ability to manage high profile complaints.

Our Compliant Insight and Policy team provide industry leading qualitative and quantitative insight into Phoenix Group complaint handling performance, identifying current and downstream risks which are or might impact the delivery of good customer outcomes, reputation and brand and financial costs. Using outward looking analysis via FOS/FCA/ABI/ILAG and industry performance to help shape and define complaint handling policy for the Group, effectively engaging with key stakeholders to facilitate understanding, rationale and facilitating change where agreed, as well as engaging effectively with key external stakeholders including managing the relationship with FOS/TPO on behalf of the Group.

What are we looking for?

• Strong knowledge and insight of FOS/TPO/FCA and Consumer/Industry bodies
• Proven relationship building skills including with FOS/FCA/ABI.
• Excellent leadership skills and experience of managing risk appetites.
• Excellent analytical skills, with the ability to assimilate information quickly and accurately.
• Exceptional organisational skills including the ability to work under own initiative, work under pressure and meet deadlines.

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Please note that we reserve the right to remove adverts earlier than the advertised closing date. We encourage you to apply at the earliest opportunity.

Find out more about #LifeAtPhoenix

• Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us