Head of Complaints

🔥 16 hours ago

🌐 Spain, Italy, +1 more countries – Remote

🇪🇸 Spain – Remote 🇮🇹 Italy – Remote 🇩🇪 Germany – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Domestic & General

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1912

📦 Logistics

💼 Consulting

🏭 Manufacturing

💰 Private Equity Round on 2019-07

Logistics • Consulting • Manufacturing

Domestic & General is a company specializing in the protection, maintenance, and repair of household appliances such as fridges, washing machines, dishwashers, and cookers. They offer insurance and service plans that cover over 100 brands, providing unlimited repairs and replacement appliances if necessary. Operating primarily in the UK, Domestic & General provides a seamless experience with services that include quick quotes, booking repairs, and handpicked engineers to ensure efficient service and predictable pricing. They are also the underwriter for their insurance policies, offering plans directly to consumers.

📋 Description

• 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

🎯 Requirements

• Significant experience leading complaints, customer outcomes, conduct risk or customer service functions within a regulated environment • Strong understanding of regulatory frameworks and complaint-handling requirements • Experience working with regulators and regulatory audits • Track record of developing complaint strategies and governance frameworks across complex or multi-market operations • Experience managing outsourced service providers and influencing performance across internal and external teams • Excellent analytical capability, with the ability to translate complex complaint data into practical business recommendations • Strong leadership, influencing and communication skills • Confidence engaging senior stakeholders across multiple functions and geographies

🏖️ Benefits

• Permanent contract • Hybrid or remote work arrangement • Opportunity to shape customer outcomes across an international business • Influence strategic decision-making • Commitment to continuous improvement, customer fairness and operational excellence