Customer Redress Lead

Job Title
:
Customer Redress Lead

Target Start Date
: 1st August

Contract Type
:
Secondment, Part Time, Full Time, Job Share option available

Location
:
Glasgow

Closing Date for applications
: 10th July

• Lead end-to-end customer redress activity for incidents across all impact levels
• Define fair, consistent approaches to refunds, compensation, and customer corrections
• Coordinate cross‑functional teams including Product, Operations, Risk, Finance, and Data
• Identify affected customers and validate financial and non‑financial impact calculations
• Prepare governance materials and secure required approvals from key stakeholders
• Oversee delivery of payments, communications, and operational case handling
• Maintain clear, auditable records supporting compliance and regulatory expectations
• Capture insights and ensure actions are delivered to prevent future customer harm

• Experience working in regulated environments such as insurance, banking, or utilities
• Strong understanding of customer redress and remediation best practice
• Confident stakeholder management across multiple teams and seniority levels
• Ability to manage complex delivery across multiple work streams and timelines
• Strong analytical skills, comfortable working with data and financial impacts
• Clear communication skills, written and verbal, across technical and non‑technical audiences
• Focus on continuous improvement and strengthening controls and processes
• Familiarity with agile delivery environments is helpful but not essential

• Flexible Working – Smart Working and day‑level flexibility, part‑time and job share options; minimum 35 days holiday (incl. bank holidays) with possibility to buy and sell days
• Supporting your Health – Dental Insurance, Health Cash Plan, health screening, will writing, voluntary critical illness cover, mental health first aiders, well‑being activities (mindfulness)
• Supporting your Wealth – 50% off Motor and Home insurance, annual bonus schemes, annual salary reviews, competitive pension, employee savings, employee loans
• Supporting you at Work – wellbeing activities, mindfulness sessions, sports and social club events
• Supporting you and your family – maternity/pregnant parent/primary adopter entitlement of 16 weeks at full pay; paternity/non‑pregnant parent/co‑adopter entitlement of 8 weeks at full pay
• Benefits for dependants – partner life assurance and critical illness cover
• Tech – deals on gadgets including wearables, tablets and laptops
• Getting around – car salary exchange, cycle scheme, vehicle breakdown cover
• Supporting you back to work – return‑to‑work programme after maternity leave

We are an inclusive employer and encourage anyone to apply. We are a signatory of the Race at Work Charter, Women in Finance Charter, member of iCAN and GAIN, and a Disability Confident Leader, committed to ensuring our recruitment processes are fully inclusive and fair.

Ageas is a renowned insurer in the UK, and we offer a diverse and supportive work environment.