Complaints Policy and Ombudsman Manager

Complaints – Policy and Ombudsman Manager

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Location:

Remote/Hybrid

Job Type: Full-time, Permanent

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.

• 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

• 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

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:

• 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…