Customer Service Oversight Analyst
Core
Provide independent oversight of outsourced customer service operations to ensure fair customer outcomes and manage operational, regulatory, and business risks.
Role type
Senior IC customer service oversight analyst
Builds
Oversight reports, governance updates, and risk management frameworks for third-party customer service partners
Domain
Financial services (Pensions, Savings, Investments) + Customer Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, root cause investigation, risk identification, stakeholder management, report writing, supplier performance monitoring
Preferred skills
Experience with controls/governance/audit, change programme support, management information systems
Technologies
Management information systems, customer feedback platforms, complaints data systems
Responsibilities
Conduct oversight reviews, testing, and sampling to assess customer journeys and operational processes; Analyze operational, quality, and complaints data to identify trends and emerging risks; Investigate issues to determine root causes and impact on customers; Provide evidence-based challenge on performance and controls; Produce oversight reports and governance updates with findings and recommendations; Monitor improvement activities to ensure underlying issues are addressed.
Seniority
Mid-Senior, hands-on IC
