At a Glance
- Tasks: Manage and investigate complaints escalated to the Financial Ombudsman Service.
- Company: Join a dynamic team at Domestic & General, focused on customer fairness.
- Benefits: Enjoy hybrid work, health plans, discounts, and personal growth opportunities.
- Other info: Be part of a creative culture during an exciting transformational change.
- Why this job: Make a real difference in customer outcomes while developing your career.
- Qualifications: Experience in complaint handling within financial services and strong communication skills.
The predicted salary is between 35000 - 42000 £ per year.
At Domestic & General, we're committed to delivering fair outcomes for our customers and continually improving the service we provide. We're looking for an experienced Ombudsman Liaison to join our Complaints team, playing a pivotal role in managing cases escalated to the Financial Ombudsman Service (FOS) and other dispute resolution bodies.
This is an excellent opportunity for someone with strong complaint handling and investigation experience within a regulated environment who is passionate about customer fairness and regulatory excellence.
About You
- Experience handling regulated complaints within a financial services environment.
- Strong knowledge of FCA complaint handling requirements, Dispute Resolution processes and Financial Ombudsman Service guidelines.
- Excellent investigation and analytical skills with strong attention to detail.
- Outstanding written and verbal communication skills.
- Ability to manage multiple priorities and meet strict deadlines.
- Confidence in presenting clear, evidence-based decisions and recommendations.
- A customer-focused approach with a commitment to delivering fair outcomes.
- Strong stakeholder management and relationship-building skills.
The Role
As an Ombudsman Liaison, you'll investigate and manage complaints that have been referred to the Financial Ombudsman Service or Flexible Resolution Services. You'll ensure thorough investigations are completed, regulatory deadlines are met, and customers receive fair and appropriate outcomes.
Working closely with internal stakeholders and external regulatory bodies, you'll use your expertise to identify trends, share insights, and help drive continuous improvement across the business.
What you'll be doing
- Managing complaints escalated to the Financial Ombudsman Service and other dispute resolution bodies.
- Preparing and submitting high-quality case files within regulatory timescales.
- Conducting detailed investigations, gathering information from relevant stakeholders and systems.
- Making fair, balanced decisions in line with regulatory requirements and company policies.
- Reviewing complaint outcomes and ensuring any required redress is calculated and applied correctly.
- Maintaining accurate records of investigations, findings and resolutions.
- Keeping customers informed throughout the complaints process.
- Building positive relationships with internal teams, regulators and external stakeholders.
- Identifying complaint trends and sharing insights to support process improvements across the business.
- Supporting colleagues by sharing learning from Ombudsman decisions and complaint outcomes.
Working for us, works for you
- Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
- Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards.
- 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.
The culture at Domestic & 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.
Ombudsman Liaison in Bedworth employer: Domestic & General Group
Domestic & General Group is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration across its EU locations. Employees benefit from comprehensive career development opportunities, competitive remuneration, and the chance to make a significant impact in a transformative environment. Join us to be part of a forward-thinking team that values your contributions and supports your professional growth.
Contact Details:
Domestic & General Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Ombudsman Liaison in Bedworth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Domestic & General Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Domestic & General Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Ombudsman Liaison in Bedworth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Domestic & General Group:Your cover letter is your chance to shine! Tell us why you want to work at Domestic & General Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Domestic & General Group!
How to prepare for a job interview at Domestic & General Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
