Complaints – Policy and Ombudsman Manager
Location: Remote/Hybrid
Job Type: Full-time, Permanent
Let’s turn challenges into better outcomes.
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
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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:
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o Salary Finance – access to savings and borrowing through payroll
o 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
o Travel Loans – interest free loans to help spread the cost of annual travel tickets
o 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 mobile packages, together 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.