Customer Redress Analyst
Location: Hybrid/Remote
Contract: Permanent
Closing Date: Friday 18th July 2025

At Domestic & General, doing right by our customers is at the heart of how we operate. We take customer fairness seriously – and when things don’t go to plan, we take action. That’s why we’re looking for a detail-driven Customer Redress Analyst to help ensure our redress processes are robust, consistent, and aligned to both our regulatory obligations and our own high standards.

In this role, you’ll support the end-to-end delivery of redress activity across the business – from identifying affected customers, through to monitoring outcomes and providing insightful reporting. It’s an opportunity to contribute to meaningful change while safeguarding trust and fairness at every stage of the customer journey.

As Customer Redress Analyst , you’ll be part of a team that ensures customers who may have experienced poor outcomes are identified and supported. You’ll play a key role in executing redress strategies, analysing data, and supporting operational delivery.

You’ll also contribute to investigations into potential customer harm, working collaboratively with stakeholders across Operations, Compliance and Product to ensure redress activity is timely, fair, and effective.

Key responsibilities

Execute a robust customer redress process, including identification, investigation, delivery, tracking and evaluation of cases.

Support data analysis and customer journey reviews to identify areas of potential customer harm or regulatory risk.

Produce accurate and meaningful reports, with insight and recommendations, for use in governance forums and senior stakeholder meetings.

Monitor the effectiveness of redress communications and outcomes, identifying trends and opportunities for improvement.

Maintain documentation of redress procedures and ensure processes are aligned with business and regulatory expectations.

Support a continuous improvement approach to redress activity, helping shape better outcomes and stronger processes across the business.

About you

You’ll be analytical, diligent and customer-focused, with an eye for detail and a passion for doing the right thing. You’re comfortable working with data, curious about process improvement, and able to communicate clearly and constructively with others.

Key experience and skills:

Some understanding of insurance products and regulatory requirements (e.g. FCA Principles, Consumer Duty).

Experience in operational delivery, process management or similar customer-focused role.

Analytical mindset, with the ability to extract insight from data and customer journeys.

Confident preparing reports for senior audiences, highlighting key risks and opportunities.

A proactive, solutions-driven approach with excellent organisation skills.

Strong communication and interpersonal skills, with the ability to work cross-functionally.

Working for us, works for you

Comprehensive training with clearly defined career progression opportunities

Regular incentives with amazing prizes to be won

Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave

Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service

Pension scheme – matched employer contributions up to 5% of basic salary

Life assurance – employer funded cover of 4x basic salary

Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:

Salary Finance – access to savings and borrowing through payroll

Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles

Travel Loans – interest free loans to help spread the cost of annual travel tickets

Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000

Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes

OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.

Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues

Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends

Employee discounts – access to discounted Sky TV and mobilepackages, together with a range of discounts for 100s of online and high street retailers

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

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