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We are seeking an experienced Remediation Specialist to join our team and support the delivery of complex customer remediation programmes within the retail financial services sector. This role requires a strong understanding of regulatory expectations, customer fairness principles, and operational execution, with a focus on data-driven decision making and stakeholder collaboration. Initial 6 month contract with the expectation for extension. London based working on a hybrid basis.
Key Responsibilities
- Lead or support the design and delivery of remediation programmes from scoping through to execution and closure.
- Analyse large, complex datasets to identify impacted customer cohorts, define root causes, and develop appropriate redress strategies.
- Develop and maintain robust case tracking processes to ensure timely and consistent resolution of individual and cohort cases.
- Produce clear and accurate documentation to support programme governance, including audit trails and reporting to senior stakeholders.
- Collaborate with key internal stakeholders, including legal, compliance, risk, and customer services, to ensure alignment and regulatory compliance.
- Use advanced Excel functions to develop dashboards, conduct data analysis, and automate reporting processes where applicable.
- Draft and review customer communications to ensure they are clear, compliant, and reflective of good customer outcomes.
- Ensure quality assurance frameworks are embedded within remediation activity to uphold standards and regulatory expectations.
- Contribute to continuous improvement initiatives by identifying lessons learned and implementing best practices.
Requirements
Skills & Experience
- Remediation Expertise: Proven track record of managing or contributing to customer remediation programmes within retail financial services.
- Data Analysis & Cohorting: Proficient in analysing complex datasets to identify customer impact, support root cause analysis, and drive accurate remediation.
- Case Tracking & Resolution: Experienced in managing individual and cohort case journeys through to resolution with a focus on consistency and auditability.
- Advanced Excel Proficiency: Strong Excel skills including pivot tables, lookups, macros, and data visualisation for analysis and reporting.
- Presentation & Communication: Excellent communication skills with the ability to distil and present complex information clearly to diverse stakeholder groups.
- Remediation Operations: Strong understanding of remediation operations, including governance, QA processes, and customer communication protocols.
- Stakeholder Engagement: Proven ability to engage with cross-functional teams and influence key stakeholders to achieve programme goals.
- Attention to Detail & Organisational Skills: High level of accuracy and the ability to manage multiple tasks and deadlines effectively.
Preferred Qualifications
- Bachelor's degree or equivalent experience in a related field (e.g. Business, Finance, Data Analytics).
- Familiarity with regulatory frameworks such as FCA guidelines, DISP, and other customer treatment standards.
- Experience working in a regulated financial services environment.
Benefits
6 month contract with expectation to be extended.
£100,000 to £115,000 pro-rata.
