ROLE PURPOSE
Reporting to the Remediation Team Leader, the Remediation Officer supports the delivery of fair, accurate and timely outcomes for customers. The role operates across a broad remit that extends beyond traditional remediation, including quality assurance, operational activity and support to other areas of the business as required. The successful applicant will be comfortable working across a range of activities in a dynamic environment where priorities are shaped by business needs.
KEY RESPONSIBILITIES
Remediation Execution
- Support the delivery of financial, non-financial and unclaimed monies remediation activities in line with approved processes.
- Maintain remediation work queues, task lists and customer records to support timely completion of remediation actions.
- Prepare, validate and update customer and remediation data, including contact outcomes, payment status and closure evidence.
- Identify data issues, processing errors, missing information or customer contact barriers and escalate these for resolution.
Customer Contact and Outcomes
- Issue approved customer communications across appropriate channels, including email, post, SMS and phone-based follow up where required.
- Apply customer contact strategies consistently across similarly impacted customers.
- Respond to customer queries within role scope and refer complex matters to the appropriate internal team or escalation pathway.
- Support fair and customer-focused outcomes by ensuring remediation actions are completed accurately and consistently.
Payments, Reconciliation and Record Keeping
- Assist with preparation of remediation payment files and supporting documentation for review and processing.
- Track payment outcomes, rejected payments, missing banking details and remediation items requiring follow up or reprocessing.
- Maintain clear evidence of customer communications, decisions, payment confirmations and closure outcomes.
- Ensure remediation records are complete, accurate and audit-ready.
Quality Assurance and Broader Operational Support
- Undertake quality assurance reviews and checks across customer, remediation and operational activity, documenting findings and supporting resolution of matters identified.
- Contribute to operational remediation and rework activity, including record corrections, reprocessing and closure of follow-up actions arising from incidents, issues or reviews.
- Support reviews, assessments, testing, data validation and related assurance activity as required.
- Provide support to other areas of the business from time to time, commensurate with the experience, capability and skill level of the role.
Reporting, Governance and Continuous Improvement
- Provide regular updates on assigned remediation tasks, including completed items, outstanding actions, customer contact status and emerging issues.
- Support preparation of remediation status reporting, dashboards, closure materials and evidence packs.
- Follow approved procedures, templates and controls to support compliant and consistent remediation delivery.
- Contribute to process improvements that strengthen customer outcomes, efficiency, reporting quality and record keeping.
ROLE REQUIREMENTS
Essential
- Experience in customer operations, claims, complaints, remediation, administration, insurance or another regulated environment.
- Strong attention to detail and ability to work accurately with customer information, payment data and operational records.
- Ability to follow procedures, templates and work instructions consistently.
- Clear and professional communication skills, including written and verbal communication with customers and internal stakeholders.
- Strong organisational skills, including the ability to manage allocated tasks, meet deadlines and escalate issues early.
- Sound judgement when handling sensitive customer matters and confidential information.
- Intermediate Microsoft Excel skills and confidence using Microsoft 365 tools such as SharePoint, Microsoft Lists and Teams.
- A flexible and adaptable approach, with demonstrated capability to work across remediation, quality assurance and broader operational activity as business priorities change.
Desirable
- Exposure to remediation processes, customer contact, payment processing, validation, reconciliation or closure activities.
- Experience working with claims platforms, contact centre systems, case management tools, dashboards or workflow queues.
- Understanding of insurance operations, customer fairness obligations, complaint handling or regulatory expectations.
- Experience supporting quality assurance or quality checking, operational remediation or rework, reconciliation, reporting or audit activity.
SKILLS WE ARE LOOKING FOR
- High attention to detail, with the ability to identify errors, gaps or inconsistencies in customer, payment and operational records.
- Strong organisational skills, including the ability to manage competing priorities, maintain clear task tracking and meet agreed timeframes.
- Clear written and verbal communication skills, with confidence engaging customers and internal stakeholders in a professional and empathetic manner.
- Sound judgement and discretion when handling sensitive customer information, confidential records and fair customer outcomes.
- Comfort working with data, spreadsheets, workflow queues and systems to support validation, reconciliation, reporting and evidence capture.
- A practical problem-solving mindset, with the ability to investigate issues, follow process and escalate risks or blockers early.
- Adaptability and willingness to support a broad range of remediation, quality assurance and operational activities as business needs change.
- A customer-focused approach, with a commitment to accuracy, fairness, consistency and timely resolution.
