Customer Remediation Manager

ENGINEERINGUK; Stratford-upon-Avon; Hybrid; GBP 59,000 - 70,000; Full time

Job description

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Employer: NFU Mutual

Location: Stratford-upon-Avon

Salary: Up to £70,000 + up to 25% annual bonus + benefits

Closing date: 11 May 2025

Customer Remediation Manager

Shape and lead a high-profile remediation strategy, ensuring fair customer outcomes and regulatory excellence.

Influence at senior levels, working closely with executives and risk committees.

Hybrid role, with up to 80% from home and the rest from our Head Office in Stratford upon Avon.

About the role

At NFU Mutual, our reputation is built on trust, fairness, and delivering on our promises. As we continue to strengthen our approach to customer remediation, we're establishing a dedicated, structured capability to ensure we resolve issues effectively, enhance our control environment, and drive long-term improvements across the business.

As Remediation Manager, you'll take ownership of this critical function, shaping the strategy, frameworks, and governance that underpin our remediation approach. You'll work closely with senior stakeholders across Customer Services, Finance, IT, Compliance, and Risk to embed best practices, develop robust reporting mechanisms, and ensure clear oversight of remediation activities at the highest levels including risk committees.

This is a role with real influence. You'll set the strategic direction for remediation, ensuring a pro-active approach - identifying emerging risks, strengthening controls, and ensuring our response is aligned with both regulatory expectations and best practice in the financial services sector. You'll lead engagement with external experts to benchmark our approach and ensure we're operating at the highest industry standards.

With a direct reporting line into senior governance structures, this is an opportunity to shape a high-profile function with real organisational impact. You'll not only oversee remediation activity but also drive forward continuous improvement, embedding a culture of accountability and assurance across the business. By establishing a centre of excellence for remediation, you'll play a pivotal role in safeguarding NFU Mutual's reputation and ensuring we continue to put customers at the heart of everything we do.

About you

You're a senior leader with the ability to influence at the highest levels, balancing strategic vision with operational delivery. With a strong background in remediation, regulatory compliance, or customer-focused transformation within financial services, you understand the complexities of managing high-impact issues that affect customers and reputations alike.

You're commercially astute, able to set direction, and bring a forward-thinking approach to embedding long-term solutions that enhance customer outcomes and strengthen business resilience. Adept at working with senior stakeholders, you're comfortable presenting at executive level, shaping strategy, and leading with confidence in a high-profile, fast-moving environment.

Minimum Requirements

• Strategic Leadership: Proven ability to set and drive the direction of customer remediation or similar large-scale, customer-focused programmes within financial services.
• Stakeholder Influence: Strong experience working with and influencing senior leaders and risk committees, ensuring buy-in and alignment across multiple business areas.
• Remediation Expertise: A deep understanding of remediation principles, regulatory requirements, and best practices, with experience shaping policies, frameworks, and processes to deliver fair customer outcomes.
• Decision Making & Commercial Acumen: Ability to make informed, risk-based decisions that balance regulatory obligations, customer needs, and commercial considerations.
• Reporting & Storytelling: Strong capability in developing and presenting clear, insightful reporting at executive and board level, with the ability to translate complex data into compelling narratives.
• Operational Execution: Experience leading the successful delivery of complex, multi-stakeholder projects, ensuring robust governance, controls, and operational efficiencies.

Benefits and Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary - up to £70,000 depending on experience
• Annual bonus (up to 25% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme
• A Family Friendly policy that helps you balance your work and family responsibilities
• Private medical insurance + options to add family members
• Access to savings at High Street brands, travel and supermarkets
• £20 contribution to a monthly gym membership - subject to T&Cs
• Health and wellbeing plan - cashback for dentist, opticians, physio and more
• Employee Volunteering - volunteer in the community for one day each year
• Unlimited access to Refer a Friend £500 bonus scheme
• Life Assurance cover of 4 x salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies.

Working at NFU Mutual

We're one of the UK's leading general insurance and financial services companies. For over 110 years we've put our customers at the heart of everything we do. Our people are just as important to us.

We pride ourselves on being "a great place to work" and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We were also named in the LinkedIn Top 25 Companies List 2021, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.

Apply now

Stratford-upon-Avon
Tiddington Road
Stratford-upon-Avon
Warwickshire
CV37 7BJ