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- Tasks: Lead a team managing complaints and shaping policy for customer trust.
- Company: Join Domestic & General, a leader in fair complaint resolution.
- Benefits: 33 days annual leave, health cash plan, and pension contributions.
- Why this job: Make a real impact on customer experiences and drive strategic change.
- Qualifications: Expertise in complaints management and strong analytical skills required.
- Other info: Remote/hybrid work with excellent career progression opportunities.
The predicted salary is between 36000 - 60000 £ per year.
At Domestic & General, we’re committed to resolving complaints fairly and effectively—and learning from every case. As our Complaints – Policy and Ombudsman Manager, you’ll lead a team of Ombudsman case handlers and own the complaints policy framework, ensuring compliance with FCA DISP rules and Consumer Duty principles. This is a strategic leadership role with significant influence, focused on managing high-risk Ombudsman cases, shaping policy, and driving improvements that enhance customer trust and operational resilience.
Key Responsibilities
- Lead a team of specialists handling Financial Ombudsman Service (FOS) cases, ensuring timely resolution and compliance.
- Act as the primary contact for the Financial Ombudsman Service, managing all interactions and responses.
- Develop and maintain the organisation’s complaints policy, ensuring alignment with regulatory requirements.
- Review Ombudsman decisions to identify trends, systemic issues, and improvement opportunities.
- Present RCA findings and complaint MI at senior governance forums.
- Implement quality assurance checks on Ombudsman submissions.
- Translate Ombudsman outcomes into actionable insights for training and process improvement.
- Monitor performance metrics (e.g., uphold rates, response times) and report to senior leadership.
- Collaborate with Risk, Compliance, Legal, and Operations to embed best practice and mitigate risk.
- Drive continuous improvement initiatives to reduce escalations and improve customer outcomes.
- Ensure Consumer Duty principles are embedded in all complaints handling processes.
- Conduct audits to confirm adherence to policy and identify areas for improvement.
- Build strong relationships with regulatory stakeholders and represent Complaints at governance forums.
What We’re Looking For
- Deep expertise in complaints management within a regulated financial services environment.
- Strong knowledge of FCA DISP rules, Consumer Duty, and Ombudsman processes.
- Advanced analytical skills and ability to interpret complex data for actionable insights.
- Skilled in drafting governance papers and presenting at senior forums.
- Proven ability to influence cross-functional priorities and drive strategic change.
- Excellent communication and stakeholder management skills.
- Commercial awareness and understanding of risk management practices.
Working For Us, Works For You
- Comprehensive training with clearly defined career progression opportunities.
- 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.
- 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 mobile packages, together with a range of discounts for 100s of online and high street retailers.
Equal Opportunities
Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
References and Background Checks
Please note that we have a thorough referencing process, which includes criminal record checks.
Complaints Policy and Ombudsman Manager employer: Domestic & General
Contact Detail:
Domestic & General Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Policy and Ombudsman Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those who know about complaints management. A friendly chat can lead to insider info on job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on FCA DISP rules and Consumer Duty principles. We want you to be able to discuss how you’d handle high-risk Ombudsman cases confidently. Show them you’re the expert they need!
✨Tip Number 3
Don’t just apply—engage! When you submit your application through our website, follow up with a quick email to express your enthusiasm. It shows initiative and keeps you on their radar.
✨Tip Number 4
Practice your presentation skills! You might need to present findings at senior governance forums, so being able to communicate complex data clearly is key. Grab a friend and do some mock presentations.
We think you need these skills to ace Complaints Policy and Ombudsman Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints management and knowledge of FCA DISP rules. We want to see how your skills align with the role, so don’t hold back on showcasing your expertise!
Showcase Your Analytical Skills: Since this role involves interpreting complex data, be sure to include examples of how you've used analytical skills in past positions. We love seeing candidates who can turn data into actionable insights, so let us know how you’ve done that!
Communicate Clearly: Your written application is your first chance to impress us, so make it count! Use clear and concise language, and ensure your points are well-structured. Remember, strong communication skills are key for this role, so show us what you’ve got!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Domestic & General
✨Know Your Regulations
Make sure you brush up on FCA DISP rules and Consumer Duty principles before the interview. Being able to discuss these regulations confidently will show that you understand the compliance landscape and can lead a team effectively.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used data to drive improvements in complaints management. Bring examples of how you've identified trends or systemic issues in past roles, as this will demonstrate your ability to translate complex data into actionable insights.
✨Demonstrate Leadership Experience
Be ready to share specific instances where you've led a team through challenging Ombudsman cases. Highlight your approach to managing high-risk situations and how you’ve influenced cross-functional priorities to achieve strategic change.
✨Engage with Stakeholders
Think about how you've built relationships with regulatory stakeholders in the past. Prepare to discuss your communication strategies and how you've represented complaints at governance forums, as strong stakeholder management is key for this role.
