Case Manager - Customer Remediation
Financial Services | Initial 6-Month Contract |Remote
We are currently recruiting for a Case Manager to join a well-established organisation within the financial services sector, supporting a customer remediation programme on an initial 6-month contract basis. This role will mostly be remote.
This is an excellent opportunity for an experienced customer-focused professional with a background in financial services, banking or insurance, who has experience managing customer cases and delivering positive outcomes in a regulated environment.
The successful candidate will be responsible for managing customer remediation cases from initial review through to resolution, ensuring each case is handled efficiently, accurately and in line with regulatory requirements and internal procedures.
Key Responsibilities
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Manage a portfolio of customer remediation cases from initial assessment through to final resolution.
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Review customer information, documentation and historical records to establish the appropriate course of action.
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Engage directly with customers via telephone and written correspondence to gather information, provide updates and resolve queries.
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Handle inbound and outbound customer calls, ensuring a professional and empathetic approach.
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Investigate customer complaints, queries and historical issues, ensuring fair and consistent outcomes.
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Maintain accurate case records and ensure all actions and decisions are fully documented.
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Work towards agreed productivity, quality and service-level targets.
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Identify and escalate complex cases or issues where required.
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Ensure all activities are completed in line with relevant regulatory standards, policies and procedures.
Experience & Skills
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Previous experience in a Case Management, Customer Remediation, Complaints Handling or Customer Operations role within financial services.
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Experience managing cases end to end, from initial investigation through to resolution.
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Strong customer interaction experience, ideally within a call centre or high-volume customer service environment.
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Excellent telephone communication and stakeholder management skills.
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A background in banking, financial services or insurance will be considered.
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Experience handling sensitive customer matters and working within a regulated environment.
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Strong attention to detail, organisational skills and the ability to manage competing priorities.
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A customer-focused approach with the ability to demonstrate empathy, professionalism and sound judgement.
The Opportunity
This is an opportunity to join a busy customer remediation function on an initial 6-month contract, playing an important role in ensuring customers receive fair outcomes while supporting the successful delivery of a key remediation programm
