Customer Remediation Consultant

**Customer Remediation Consultant**:

- Ensure fair outcomes for customers, leading remediation activities that make a real difference.
- Work collaboratively across the business, engaging with stakeholders to resolve issues effectively.
- Hybrid role, with up to 80% from home and the rest from our Head Office in Stratford upon Avon.

**About the role**:
At NFU Mutual, we put our customers first - always. When things don’t go as they should, we act swiftly and decisively to put them right. As Remediation Consultant, you’ll be at the heart of this, making sure customers receive the fairness, service, and outcomes they deserve.

This is a hands-on role where you’ll take ownership of resolving remediation issues, working with teams across Customer Services, Finance, IT, Compliance, and our Agency network. Whether it’s managing day-to-day interactions, ensuring the right people are involved, or leading the execution of remediation plans, your focus will always be on delivering the best possible result for our customers.

Beyond fixing individual issues, you’ll help shape long-term improvements - supporting the development of policies, frameworks, and processes that strengthen controls and reduce the likelihood of future problems. You’ll also play a key role in root cause analysis and lessons learned reviews, making sure we don’t just solve problems but prevent them from happening again.

If you’re passionate about customer fairness, thrive in a fast-moving environment, and enjoy collaborating with people at all levels to drive meaningful change, this is a fantastic opportunity to make a real impact.

**About you**:
You’re a problem-solver with a sharp eye for detail and a passion for getting things right for customers. With experience in financial services - ideally within general insurance -you understand the regulatory landscape and the importance of strong remediation processes. You thrive in a collaborative environment, working closely with teams across the business to investigate issues, develop solutions, and ensure customers receive the fair outcomes they deserve. Proactive and analytical, you’re comfortable handling complex information, identifying root causes, and driving continuous improvement to prevent future issues.

We’re seeking:

- **
Remediation Expertise** - Experience working on customer-focused programmes or managing remediation activity, ensuring fair outcomes and compliance with regulatory expectations.
- ** Stakeholder Engagement** - Skilled at building effective relationships and working collaboratively across multiple teams, from Customer Services to Compliance, IT, and Finance.
- ** Problem Solving & Root Cause Analysis** - Ability to investigate issues, critically assess data, and identify the underlying causes to inform meaningful improvements.
- ** Customer Focus**- A commitment to ensuring the right support mechanisms are in place for customers, handling escalations effectively, and driving positive resolutions.
- ** Continuous Improvement** - Passionate about refining processes, developing best practices, and ensuring that lessons learned translate into long-term enhancements.
- At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.-
**Benefits and Rewards**:
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

- Salary £45,000-50,000 depending on experience
- Annual bonus (up to 17.5% of salary)
- Contributory pension scheme, up to 20%, including your 8% contribution
- 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
- A Family Friendly policy that helps you balance your work and family responsibilities
- Access to savings at High Street brands, travel and supermarkets
- Health and wellbeing plan - cashback for dentist, opticians, physio and more
- Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
- Employee Volunteering - volunteer in the community for one day each year
- Unlimited access to Refer a Friend £500 bonus scheme
- Life Assurance cover of 4 x salary
- Employee discounts of 15% on a range of NFU Mutual insurance policies.

**Working at NFU Mutual**:
We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us.

We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We were also named in the LinkedIn Top 25 Companies List 2021, the Glassdoor Best Places to Work UK List 2023