Customer Remediation Executive

About the role

Ayvens is offering a twelve-month secondment to support its Customer Remediation Project. The Finance Remediation team ensures timely delivery and accurate redress, from customer communication through to payment and finance allocations. As a successful applicant you will manage customer queries and complaints within agreed timelines, treating customers fairly in line with the FCA Code of Conduct.

Key responsibilities

• Manage daily customer remediation activities against business KPIs and SLAs.
• Log and respond to customer queries accurately and in a timely way.
• Handle customer complaints from logging to response within agreed SLAs, in line with complaints handling guidelines.
• Produce communication letters to customers while keeping customer data accurate and sensitive.
• Process payments to customers via the Finance tools.

Required profile

• Previous experience in customer service, compliance, finance or operational risk management is desired.
• Experience managing customer expectations and service delivery in a regulated environment is desired.
• Excellent verbal and written communication skills.
• Strong organisational and planning skills, with an analytical mindset and attention to detail.
• Ability to handle difficult customer queries constructively and to work collaboratively.
• Commitment to regulatory compliance and risk management.

Required skills

• Proficiency in Microsoft Office (Excel, Word).
• Knowledge of UK financial services regulation and compliance requirements.