At a Glance
- Tasks: Lead compliance and risk management for customer service functions across the EU.
- Company: Join a century-old company transforming into a tech-driven platform.
- Benefits: Competitive salary, generous leave, health cash plan, and career progression opportunities.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in a high-visibility role with senior leadership exposure.
- Qualifications: Strong leadership in regulated environments and experience in warranty or insurance sectors.
The predicted salary is between 66150 - 80850 £ per year.
Location: United Kingdom
Contract Type: Permanent - Hybrid or Remote
About the Role
We are seeking an experienced and strategic leader to join our Growth Markets team as Head of First Line Controls. This is a pivotal role, ensuring that our customer, sales, service, and complaints management functions operate in full compliance with regulatory requirements and internal standards across the EU. This is a high-impact position with visibility at both senior leadership and Board level.
About You
- Strong leadership experience within a regulated environment.
- Experience within the warranty or insurance sector.
- Excellent communication and interpersonal skills.
- An agile mindset with strong organisational capabilities.
- Experience managing teams.
- Knowledge of both in-house and outsourced contact centre operations.
- Strong analytical and problem-solving skills, with exceptional attention to detail.
The Role
- Act as the regulatory subject matter expert for insurance and service maintenance plans across various EU jurisdictions.
- Take responsibility for the management and execution of internal risk and audit actions, ensuring completion of all RCSA (Risk and Control Self-Assessment) activities.
- Develop scalable control and oversight frameworks in partnership with the First Line Controls Centre of Excellence (CoE).
- Oversee supplier contracts, ensuring that First Line Controls schedules are incorporated and continuously enhanced.
- Ensure that all sales processes are documented, reviewed, and approved in line with EU regulatory standards.
- Facilitate governance forums and committees, driving strategic actions and reporting outcomes.
- Create and implement relevant policies and develop best practice frameworks to support the business in establishing robust First Line Controls.
- Establish and monitor management information (MI) metrics, including sales, cancellations, quality assurance (QA), complaints, and service levels.
- Present First Line Controls updates to senior management.
- Lead and collaborate with QA teams to ensure compliance with business requirements.
- Identify and agree management actions to enhance oversight and control frameworks.
- Provide effective oversight, assessment, and continuous improvement of first line control activities (approximately 15 full-time employees).
We offer lots of great benefits! Some of which include:
- Competitive salary and annual discretionary bonus
- 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
- Training opportunities as well as clearly defined career progression
- 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
- Attractive company pension scheme
- 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 – with a range of discounts for 100s of online and high street retailers
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.
Please note that we have a thorough referencing process, which includes 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. For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers. You'll have tailored support and training throughout your time at Domestic & General, allowing clear career progression in the direction you choose. We're transforming a 100-year-old business into a tech-driven platform with a global reach. But to do that, we'll need a range of skills from all walks of life. Think you can help?
Head of First Line Controls employer: PLC D&G Group Limited
Domestic & General is an exceptional employer that values its employees by offering a competitive salary, generous annual leave, and a comprehensive benefits package including health cash plans and a robust pension scheme. With a strong focus on employee growth, the company provides tailored training opportunities and clear career progression paths, all within a supportive and inclusive work culture that encourages innovation and collaboration. Located in the UK with flexible working arrangements, employees enjoy the unique advantage of contributing to a century-old legacy while being part of a transformative journey into a tech-driven future.
