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Complaints – Policy and Ombudsman ManagerLocation: Remote/HybridJob Type: Full-time, PermanentLet’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 ResponsibilitiesLead a team of specialists handling Financial Ombudsman Service (FOS) cases, ensuring timely resolution and complianceAct as the primary contact for the Financial Ombudsman Service, managing all interactions and responsesDevelop and maintain the organisation’s complaints policy, ensuring alignment with regulatory requirementsReview Ombudsman decisions to identify trends, systemic issues, and improvement opportunitiesPresent RCA findings and complaint MI at senior governance forumsImplement quality assurance checks on Ombudsman submissionsTranslate Ombudsman outcomes into actionable insights for training and process improvementMonitor performance metrics (e.g., uphold rates, response times) and report to senior leadershipCollaborate with Risk, Compliance, Legal, and Operations to embed best practice and mitigate riskDrive continuous improvement initiatives to reduce escalations and improve customer outcomesEnsure Consumer Duty principles are embedded in all complaints handling processesConduct audits to confirm adherence to policy and identify areas for improvementBuild strong relationships with regulatory stakeholders and represent Complaints at governance forumsWhat We’re Looking ForDeep expertise in complaints management within a regulated financial services environmentStrong knowledge of FCA DISP rules, Consumer Duty, and Ombudsman processesAdvanced analytical skills and ability to interpret complex data for actionable insightsSkilled in drafting governance papers and presenting at senior forumsProven ability to influence cross-functional priorities and drive strategic changeExcellent communication and stakeholder management skillsCommercial awareness and understanding of risk management practicesIf you're a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application.Don't forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application.Working For Us, Works For YouComprehensive training with clearly defined career progression opportunitiesAnnual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leaveHealth 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 servicePension scheme – matched employer contributions up to 5% of basic salaryLife assurance – employer funded cover of 4x basic salaryDedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:Salary Finance – access to savings and borrowing through payrollCar 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 vehiclesTravel Loans – interest free loans to help spread the cost of annual travel ticketsCycle to Work – tax efficient bike and cycling equipment worth up to £1,000Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classesOnHand – 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 issuesFree 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 friendsEmployee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailersDomestic & 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.