Customer Redress Handler

**Customer Redress Handler**
**Location**:Hybrid/Remote
**Contract**:Permanent
**Closing Date**:Tuesday 2nd September 2025

At Domestic & General, doing right by our customers is at the heart of how we operate. We take customer fairness seriously - and when things don’t go to plan, we take action. That’s why we’re looking for a **Customer Redress Handler** to help ensure our redress processes are robust, consistent, and aligned to both our regulatory obligations and our own high standards.

As **Customer Redress Handler**, you’ll be part of a team that actions operational processes supporting customer redress activity. You will be supporting customers who may have experienced poor outcomes, and you will ensure execution of a robust customer redress policy to identify, investigate, deliver and track these cases.

You’ll also contribute to investigations into potential customer harm, working collaboratively with stakeholders across Operations, Compliance and Product to ensure redress activity is timely, fair, and effective.

**Key responsibilities**
- Execute a robust customer redress process, including identification, investigation, delivery, tracking and evaluation of cases.
- Generate the right data to monitor the effectiveness of redress communications and assess responses to identify any areas of risk
- Support the development of redress strategy, and the forward planning of activity to manager the pipeline of customer redress.
- Support the back office support department with ad hoc tasks as required

**About you**

You’ll be diligent and customer-focused, with an eye for detail and a passion for doing the right thing. You’re comfortable working with data and be well equipped to communicate clearly and constructively with stakeholders.

**Key experience and skills**:

- Some understanding of insurance products and regulatory requirements (e.g. FCA Principles, Consumer Duty).
- Experience in operational delivery, process improvement or similar customer-focused role.
- A proactive, solutions-driven approach with excellent organisation skills.
- Strong communication and interpersonal skills, with the ability to work cross-functionally.

**Working for us, works for you**
- Comprehensive training with clearly defined career progression opportunities
- Regular incentives with amazing prizes to be won
- Annual leave - 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
- Health cash plan - employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Pension scheme - matched employer contributions up to 5% of basic salary
- Life assurance - employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:

- Salary Finance - access to savings and borrowing through payroll
- Car Leasing - access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans - interest free loans to help spread the cost of annual travel tickets
- Cycle to Work - tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing - discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand - Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme - specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan - one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts - access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
- At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey._