Service / Customer Pillar Lead in Bath

This role leads the Service & Customer Outcomes Oversight team and provides integrated oversight across service performance and customer outcomes within outsourced operations.

The role manages a small oversight team, ensuring consistent monitoring & reporting (MI), effective challenge of the BPO provider, and timely escalation and remediation of service and customer outcome risks.

• Key Work Level Accountabilities
• Lead oversight across service performance and customer outcomes, ensuring consistent challenge and evidence.
• Provide consolidated insight linking service drivers (e. g., backlog, SLA issues) to customer impacts (e. g., complaints, redress).
• Embed Consumer Duty expectations into oversight MI, governance and escalation thresholds.
• Ensure team outputs are audit‑ready and actions are tracked to closure.

Key Responsibilities

• Team leadership & delivery – manage and develop oversight colleagues; allocate workload and ensure coverage/resilience.
• Set standards for MI review, challenge quality and escalation practices.
• Coordinate deep dives and thematic reviews across service and outcomes.
• Governance, MI & escalation – produce consolidated reporting for senior stakeholders and governance forums.
• Lead escalation of material service and customer outcome issues and ensure remediation plans are robust.
• Maintain action logs and decision trails.
• Continuous improvement & assurance – drive continuous improvement across service quality and customer experience.
• Ensure QA/sampling approaches are effective and outcomes‑driven; embed lessons learned and address recurring issues.
• Customer, conduct & Consumer Duty expectations – ensure oversight focuses on good customer outcomes, prioritising remediation where harm risk is highest.
• Ensure MI and governance cover delays, backlogs, redress, vulnerability and service quality indicators.
• SMCR / accountability expectations – support SMF24 by providing clear evidence of effective service and outcomes oversight, escalation and remediation.
• Maintain consolidated MI packs, escalation records and action logs.
• Maintain QA/sampling frameworks, results and remediation effectiveness evidence.
• Maintain documented governance outputs and decisions.
• Key Knowledge, Skills & Experience
• Experience leading teams in customer operations, service oversight or outsourced environments.
• Strong MI and insight capability, ability to challenge third parties, and confidence escalating and driving remediation.
• Strong understanding of Consumer Duty and customer outcomes.

What we offer

• 18% pension scheme (13% Employer Contributions & 5% Employee Contributions).
• Share Save and Share Incentive Plan.
• Financial wellbeing and support services.
• 38 days annual leave including bank holidays, with the option to purchase up to 5 extra days.
• Time Off When You Need It policy.
• Inspiring Families policy – comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave.
• Private Healthcare, Critical Illness cover and Life Assurance.
• Equal Opportunity

We have a diverse workforce and an inclusive culture.

Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long‑term condition, we are looking to attract, promote and retain exceptional people.

We also welcome those who have taken part in military service and those returning from career breaks.

M&G is a Disability Confident Leader and welcomes applications from candidates with long‑term health conditions, disabilities, or neuro‑divergent conditions.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: careers@mandg. com

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