Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to enhance customer outcomes for Annuity clients through effective oversight and analysis.
- Company: Join the UK's largest long-term savings and retirement business, committed to sustainability and employee satisfaction.
- Benefits: Enjoy flexible working, competitive salary, 38 days annual leave, and generous bonuses and medical cover.
- Why this job: Be part of a friendly team driving positive change and improving customer experiences in a dynamic environment.
- Qualifications: Annuity product knowledge, line management experience, and excellent communication skills are essential.
- Other info: We welcome diverse applicants and offer adjustments during the recruitment process to support your best performance.
The predicted salary is between 34100 - 50000 £ per year.
Job Type: Permanent
Closing Date: 24th Jan 2025
Location and flexible working: London, Edinburgh or Birmingham. We recognise the benefits of flexible working and will discuss what is important to you and balancing this with business requirements during the recruitment process. All our roles are open to part-time, job-share and other types of flexibility.
Salary and benefits: £41,100 - £60,000 plus bonus 16% - 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.
We’re currently recruiting for an Annuity Customer Outcomes Manager to join our Client Services team in Retirement Solutions. The successful candidate will be required to lead a small team to improve customer outcomes for Annuity customers by using their experience and passion to drive excellent service from our internal and external suppliers.
Working within a growing, brilliant, friendly risk and oversight team across our Edinburgh and London locations, you will lead Oversight of customer outcomes for Annuity customers. This is a fantastic opportunity to bring your own experience, ways of working and knowledge – we want to hear from you if you love to provide objective views, challenge how we can make things simpler for our customers and deliver consistency in how we support our customers across suppliers.
What are we looking for?
- Annuity Product knowledge
- Previous line management experience
- Excellent communication skills (verbally and written)
- Constant drive to improve and be more efficient through automation
- Strategic thinking considering people, processes and systems
- Very self-aware with the desire to exceed expectations and demonstrate resilience in overcoming challenges and determination to deliver results for customers
- Natural flair for collaboration across levels and teams to influence change
Key Responsibilities
- Own Client Services Oversight Framework and Processes
- Lead and develop a team of Oversight Analysts, ensuring the team ethos is passed down to all new joiners
- Chair oversight forums, ensuring the aims and objectives of each session are always met
- Ensure detailed Management Information, complete with key findings, is prepared for Senior Management to make decisions or raise escalations where needed
- Provide effective and accurate analysis to produce management information to enable and support the oversight of Annuity performance
- Perform effective analysis of Phoenix’s internal and outsourced administrator’s data, ensuring that appropriate quality assurance procedures are adopted and service levels monitored
- Support the development and collation of management information that enables senior management to effectively monitor service delivery and identify key risk indicators as the processes evolve to continually meet client demands
- Proactively identify emerging data issues, liaising with internal administrators and Phoenix’s outsourced administrators to rectify any issues
- Identify areas of improvement, in order for the Oversight function to support the development of the Annuity Operating Model
- Build and maintain relationships with internal stakeholders and outsourced administrator
- Carry out re-performance of calculations and processes completed by the outsourced administrator to ensure accuracy and completeness of administrator outputs
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.
Contact Detail:
Phoenix Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Annuity Customer Outcomes Manager
✨Tip Number 1
Familiarise yourself with the latest trends and regulations in the annuity market. This knowledge will not only help you understand the role better but also demonstrate your commitment to staying informed, which is crucial for a position focused on improving customer outcomes.
✨Tip Number 2
Network with professionals in the retirement solutions sector. Attend industry events or join relevant online forums to connect with others who work in similar roles. This can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your previous line management experiences in detail. Think of specific examples where you successfully led a team to improve processes or customer satisfaction, as this will be key in showcasing your leadership skills during interviews.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data to drive decisions in past roles. Highlight any experience you have with quality assurance procedures or performance monitoring, as these are essential for the Annuity Customer Outcomes Manager position.
We think you need these skills to ace Annuity Customer Outcomes Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer outcomes and team management. Use specific examples that demonstrate your knowledge of annuity products and your ability to improve customer service.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences and your strategic thinking skills. Mention how your previous roles have prepared you for this position and how you can contribute to the company's goals.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your verbal and written communication abilities. Use clear and concise language, and consider including examples of successful collaboration with teams or stakeholders.
Highlight Continuous Improvement Mindset: Demonstrate your drive for efficiency and improvement in your application. Discuss any past experiences where you implemented automation or streamlined processes, showcasing your proactive approach to problem-solving.
How to prepare for a job interview at Phoenix
✨Showcase Your Annuity Knowledge
Make sure to brush up on your knowledge of annuity products before the interview. Be prepared to discuss how your understanding can improve customer outcomes and how you can leverage this knowledge in your role.
✨Demonstrate Leadership Experience
Since the role involves leading a team, be ready to share specific examples of your previous line management experience. Highlight how you've developed teams and fostered a positive working environment.
✨Communicate Clearly
Excellent communication skills are crucial for this position. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Consider preparing a few key points about your approach to effective communication.
✨Emphasise Continuous Improvement
The company values efficiency and automation. Be prepared to discuss any past experiences where you've identified areas for improvement and implemented changes that led to better outcomes. Show your passion for driving change.
