Incidents and Remediation Co-ordinator

3 weeks ago

ClaytonLeMoors, United Kingdom Frasers Group Full time

At Frasers Group we’re rethinking retail. Through digital innovation and unique customer experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME

Frasers Group Financial Services is the next chapter of elevation for the Frasers Group.

We fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled.

Why join us?

Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiences

Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles:

Think without limits - Think fast, think fearlessly, and take the team with you

Own it and back yourself - Own the basics, own your role and own the results

Be relevant - Relevant to our people, our partners and the planet

Job Description

This role will co-ordinate the efficient and effective response to Operational Incidents, support the effective and efficient delivery of remediation treatment strategies and co-ordinate associated remediation activities.

Responsibilities include:

  • Co-ordination and execution of agreed activity throughout the end-to-end Operational Incident journey from identification to remediation and closure
  • Supporting the Incidents and Remediation Manager in devising, planning and co-ordinating Customer Remediation treatment strategies and activity in response to Operational Incidents and ensuring they are clearly documented.
  • Process mapping and documenting incidents and remediation processes and procedures.
  • Providing timely and relevant reporting and progress updates to the Issues and Remediation Manager and relevant stakeholders.
  • Support the Incidents and Resilience Team and wider Service Delivery Team when required.

Qualifications

  • Expert knowledge of incident management and remediation processes and protocols
  • Communication
  • Ability to prioritise and apply self-discipline
  • Ability to make appropriate, pragmatic decisions
  • Awareness of broad FCA rules and expectations around Remediation
  • Diligent/attention to detail
  • Escalation – Know when to own and when to escalate
  • Strong business area relationships
  • Reporting – Appropriate pitch, accuracy and level of information

Additional Information

Frasers Group Financial Services is ambitious, the business is growing quickly with the solid foundations of the wider Frasers Group supporting it. We have a lot of experienced colleagues who will tell you they love working here because of the great people and the opportunity to develop your career.

Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles:

Think without limits - Think fast, think fearlessly and take the team with you

Own it and back yourself - own the basics, own your role and own the results

Be relevant - Relevant to our people, our partners and the planet

As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.

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