Customer Oversight Business Partner

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Customer Oversight Business Partner, Birmingham

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Client:

Location:

Birmingham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

9c3b21c8cc26

Job Views:

3

Posted:

14.07.2025

Expiry Date:

28.08.2025

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Job Description:

Customer Oversight Business Partner

Salary: Up to £62,800 dependent on skills and experience

Permanent

Hybrid working (office based in Birmingham) – Currently 1-2 days in the office per week

Closing Date: Monday 21st July 2025

As a proud mutual since 1841, Wesleyan is committed to creating brighter financial futures for our customers and members. We specialise in providing financial services to some of the nation’s most trusted professions: GPs, hospital doctors, dentists, and teachers.

To find out more about what we do, visit our website:

We are proud supporters of the ABI Making Flexible Work campaign which means we are open to discuss flexible working, job shares and part time options.

Your role:

As a Customer Oversight Business Partner, you will manage the relationship between Wesleyan and the Strategic Supplier for our outsourced functions to ensure excellent customer outcomes are delivered. It will act as the ‘trusted advisor’ to the leadership teams within both the outsource supplier and the wider Wesleyan business.

You will be responsible for ensuring appropriate lines of communication, collaboration and day to day working practices are optimised to work towards getting it right first time, every time, for customers.

This position will focus will be on identifying and improving collaboration across all areas of Wesleyan and the outs as well as collaborating with Customer Oversight team to identify efficiencies that will improve customer outcomes and assist in delivering commerciality with edge in Customer Servicing processes.

A key part of the business partner’s role is responsibility for managing escalations to resolution and ensuring effective ownership for communication between both parties, thus driving greater collaboration.

What you’ll be doing:

• Responsible for driving and maintaining the day-to-day relationship between Wesleyan and the material outsourcer
• Provide 2-way challenge to effectively manage stakeholder relationships, including attendance at relevant forums, ensuring that the Customer is always front of mind.
• Ensures operational governance/MI is adhered to in line with contract.
• Collation of artefacts/MI which offers Insight and opportunities, to be presented to key stakeholders at relevant forums.
• Act as conduit between Wesleyan and the strategic supplier, filtering and triaging internal escalations prior to engaging with the supplier to ensure appropriate prioritisation and removing ‘noise.’
• Act as the Customer Oversight point of contact on any projects driven by the material outsourcer.
• Demonstrates proactive and effective ownership of the relationship between the material outsourcer and Wesleyan, building credibility and confidence within the retained organisation.
• Working with key stakeholders across Wesleyan who have outsourced elements of their activity to the supplier to mitigate common risk areas centrally.
• Acts as the escalation point within Wesleyan for operational issues coming from the supplier (e.g. SFA escalation triage/support)
• Works closely with Strategic Supplier Relationship Manager and provides all necessary information to Procurement & Supplier Management and wider Wesleyan governance.
• Monitor, control, and assess Supplier Customer Servicing performance against KPIs and agreed SLAs to ensure outcomes are achieved as per contracts.
• Responsible for liaising with Product and the outsourcer on any historic remediation activity
• Initial focus will be on embedding the relationship with the key strategic partner but opportunity over time to partner with other suppliers as required/appropriate.
• Build strong relationships in Wesleyan and the strategic supplier across all levels.
• Provide oversight and governance to ensure third parties are achieving their outcomes as well as delivering against Consumer Duty/regulatory requirements.
• Review monthly Consolidation Reporting – including service management and 1st and 2nd performance management – to draw conclusions that feed back into business operations
• Experience of working with range of stakeholders and communicating effectively with all levels of the organisation, including Senior Leaders/Executive
• Proven experience of working in partnership with third-party supplier relationships in a customer service or operational context.
• Skilled in conflict resolution and stakeholder management to balance competing priorities.
• Strong problem-solving skills with experience resolving escalations effectively to maintain business continuity.
• Experience in operational performance monitoring, with the ability to analyse and interpret MI / performance data to draw actionable insights.
• A strong understanding of the wider financial services marketplace and the impact of market developments on operations and distribution and our customers
• Deep understanding of Consumer Duty principles, with a track record of embedding regulatory compliance / regulatory standards into operational processes.
• Well organised and proactive, able to work under pressure in a high pace environment, prioritise whilst managing expectations against tight deadlines.
• Exceptional communication skills, both written and verbal, to convey complex information clearly and persuasively.
• Flexible ‘can do’ attitude and flexibility to work the hours required to achieve the objectives of the role.
• Ability to work in an agile way to adopt and encourage a positive attitude to change.
• Must be a team player and able to work collaboratively with and through others.
• Demonstrable focus on the customer and people
• Annual Performance based Bonus – based on a mixture of company and personal performance
• 28 days annual leave (plus 1 additional “culture day” & bank holidays) – increases to 30 days with 5 years’ service
• Company pension scheme – matched plus 2% (up to 10%)
• Free secure underground Birmingham city centre parking (available on weekends for personal use – subject to availability)
• Cashback and discounts on major brands in retail, leisure, health, and wellbeing
• Enhanced maternity & paternity pay
• 2 volunteering days per year
• PMI

To find out more about some of the great benefits Wesleyan offer, visit our careers page:

What to know before applying:

Equal Opportunities: Wesleyan are an equal opportunities employer. We know the best teams are made up of inclusive groups of diverse people where everyone’s contribution counts, and we believe everyone has the right to proudly be themselves. We’re building a culture where difference is actively encouraged and simply recruit the best people for the job irrespective of lifestyle, life history and life choices

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Reasonable Adjustments: We understand that there are a wide range of reasons that you may require reasonable adjustments to the recruitment process- please let us know in your application how we can best support you.

VISA Sponsorship: We are unable to provide VISA sponsorship, and therefore cannot employ anyone who does not have the legal right to live and work in the UK – within our recruitment process you will be asked to provide evidence of your Right to Work.

Advert Closing: We typically advertise for two weeks, though we reserve the right to close adverts early if we receive a high volume of applications; we would therefore recommend an early application if you’d like to be considered for our opportunities.

Regulatory Requirements: Please note this is role is subject to regulatory requirements. As a financial services organisation we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect the Wesleyan Group and our customers. Relevant checks and assessments will be carried out during the recruitment process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR) or the Insurance Distribution Directive Please note a criminal record check and credit check will apply and this role is also subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy)

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