Errors Co-Ordinator

Job Description

Role Overview:

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 EUCustomer 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.

Key Responsibilities:

• Error Identification & Logging:
• Root Cause Analysis:
• Remediation Coordination:
• Stakeholder Communication:

• Compliance & Documentation:

• Continuous Improvement:

Key Skills & Qualifications:

• Strong customer service skills with a focus on delivering fairandtimely 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.

Why Join Us?

• 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.

Location:

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.