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Contract Type: Permanent, Full time
Location: Hybrid - Flexible
Closing date: Wednesday 12th August
At Domestic & General, we're committed to delivering fair outcomes for our customers and continually improving the service we provide. We're looking for an experienced Ombudsman Liaison to join our Complaints team, playing a pivotal role in managing cases escalated to the Financial Ombudsman Service (FOS) and other dispute resolution bodies.
This is an excellent opportunity for someone with strong complaint handling and investigation experience within a regulated environment who is passionate about customer fairness and regulatory excellence.
About You
To be successful in this role, you will have:
- Experience handling regulated complaints within a financial services environment.
- Strong knowledge of FCA complaint handling requirements, Dispute Resolution processes, and Financial Ombudsman Service guidelines.
- Excellent investigation and analytical skills with strong attention to detail.
- Outstanding written and verbal communication skills.
- Ability to manage multiple priorities and meet strict deadlines.
- Confidence in presenting clear, evidence-based decisions and recommendations.
- A customer-focused approach with a commitment to delivering fair outcomes.
- Strong stakeholder management and relationship-building skills.
The Role
As an Ombudsman Liaison, you'll investigate and manage complaints that have been referred to the Financial Ombudsman Service or Flexible Resolution Services. You'll ensure thorough investigations are completed, regulatory deadlines are met, and customers receive fair and appropriate outcomes.
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Working closely with internal stakeholders and external regulatory bodies, you'll use your expertise to identify trends, share insights, and help drive continuous improvement across the business.
What you'll be doing
- Managing complaints escalated to the Financial Ombudsman Service and other dispute resolution bodies.
- Preparing and submitting high-quality case files within regulatory timescales.
- Conducting detailed investigations, gathering information from relevant stakeholders and systems.
- Making fair, balanced decisions in line with regulatory requirements and company policies.
- Reviewing complaint outcomes and ensuring any required redress is calculated and applied correctly.
- Maintaining accurate records of investigations, findings, and resolutions.
- Keeping customers informed throughout the complaints process.
- Building positive relationships with internal teams, regulators, and external stakeholders.
- Identifying complaint trends and sharing insights to support process improvements across the business.
- Supporting colleagues by sharing learning from Ombudsman decisions and complaint outcomes.
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- Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
- Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
- 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
The culture at Domestic & General is creative, fast-moving, and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment, or marital/family status. We also have a thorough referencing process, which includes credit and 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.
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