Head of Department

• Own and continuously evolve the complaints framework across all Growth Markets
• Act as the senior point of accountability for complaints outcomes, governance and regulatory engagement
• Ensure complaint handling meets regulatory requirements and maintains robust controls, documentation and audit readiness
• Build and maintain relationships with regulators and external adjudication bodies
• Ensure complaints are investigated and resolved fairly, consistently and within agreed timescales
• Lead the performance and effectiveness of internal and outsourced complaint handling operations
• Establish standards, reporting and performance frameworks across multiple markets
• Lead root-cause analysis to identify recurring issues and emerging risks
• Translate complaint data into actionable business intelligence
• Partner with Operations, Product, Enablement, Risk and Compliance teams to address systemic issues
• Influence senior stakeholders across multiple functions and markets
• Lead and develop a high-performing complaints function

Explore Head of Complaints at Domestic & General. Review requirements and application details.

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