Errors Co-Ordinator

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The Customer Remediation department plays a vital role in upholding the bank's commitment to fairness, transparency, and trust. By swiftly addressing errors, service failures, or regulatory breaches, the team ensures that affected customers are treated with integrity and restored to the position they should have been in. Beyond resolving individual issues, Customer Remediation drives systemic improvements by identifying root causes and influencing long-term change across the organisation. Our work not only protects the bank's reputation and regulatory standing but also reinforces customer confidence—demonstrating that the bank is accountable, responsive, and genuinely committed to doing the right thing.

As an Errors Co-Ordinator within the EU Customer Remediation team, you will play a critical role in identifying, tracking, and resolving customer-impacting errors. You will ensure that all remediation activities are accurately documented, root causes are analysed, and corrective actions are implemented efficiently and in compliance with regulatory standards. Supporting programmes across 12 different countries and 9 languages we have developed a diverse, inclusive, and collaborative working environment.

• Error Identification & Logging
  • Investigate escalations from internal stakeholders to identify potential errors.
  • Log and categorise errors in the central tracking system with appropriate detail and urgency.
• Root Cause Analysis
  • Collaborate with cross-functional teams to investigate the origin of errors, particularly whether they are isolated or systemic in nature.
  • Investigate and document the root cause analysis (RCA) of all errors, considering whether appropriate procedures and controls are implemented to avoid recurrence and/or recommend preventative measures.
• Remediation Coordination
  • Coordinate the end-to-end remediation process, ensuring timely and accurate resolution of customer issues.
  • Track progress of remediation actions and escalate delays or risks to management.
• Stakeholder Communication
  • Act as a liaison between internal teams to ensure alignment and timely progress on remediation activities.
  • Provide regular updates and reports to senior stakeholders on error trends and resolution status.
• Compliance & Documentation
  • Ensure all remediation activities are documented in line with procedural, regulatory and internal audit requirements.
  • Support audit and compliance reviews by providing accurate and timely information.
• Continuous Improvement
  • Identify opportunities to improve error detection and remediation processes.
  • Contribute to the development of training materials and process enhancements.

• Strong customer service skills with a focus on delivering fair and timely outcomes.
• Ability to manage multiple projects and deadlines simultaneously while maintaining a high level of service.
• Proven ability to independently identify and resolve complex problems in a structured and timely manner.
• Excellent prioritisation, self-start, and time management skills, with the ability to work independently and manage competing demands effectively.
• Proficient computer navigation skills, including experience with Microsoft Office applications (Excel, Word, Outlook, PowerPoint).
• Effective verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Experience in a customer remediation, quality assurance, or operational risk role is an advantage, but not essential to be successful in the role.
• Knowledge of regulatory requirements (e.g. CPC, Consumer Duty, FCA, GDPR) is an advantage.

• Be part of a purpose-driven team focused on delivering fair outcomes for customers.
• Work in a collaborative environment with opportunities for growth and development.
• Help shape and improve processes that make a real difference.

The role offers a hybrid / flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

This position is not eligible for visa sponsorship. If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

Posting may be closed earlier due to high volume of applicants.