Customer Redress Analyst

Customer Redress Analyst
Location: Hybrid/Remote
Contract: Permanent
Closing Date: Friday 18th July 2025

At Domestic & General, doing right by our customers is at the heart of how we operate. We take customer fairness seriously – and when things don’t go to plan, we take action. That’s why we’re looking for a detail-driven Customer Redress Analyst to help ensure our redress processes are robust, consistent, and aligned to both our regulatory obligations and our own high standards.

In this role, you’ll support the end-to-end delivery of redress activity across the business – from identifying affected customers, through to monitoring outcomes and providing insightful reporting. It’s an opportunity to contribute to meaningful change while safeguarding trust and fairness at every stage of the customer journey.

As Customer Redress Analyst, you’ll be part of a team that ensures customers who may have experienced poor outcomes are identified and supported. You’ll play a key role in executing redress strategies, analysing data, and supporting operational delivery.

You’ll also contribute to investigations into potential customer harm, working collaboratively with stakeholders across Operations, Compliance and Product to ensure redress activity is timely, fair, and effective.

Key responsibilities

• Execute a robust customer redress process, including identification, investigation, delivery, tracking and evaluation of cases.

• Support data analysis and customer journey reviews to identify areas of potential customer harm or regulatory risk.

• Produce accurate and meaningful reports, with insight and recommendations, for use in governance forums and senior stakeholder meetings.

• Monitor the effectiveness of redress communications and outcomes, identifying trends and opportunities for improvement.

• Maintain documentation of redress procedures and ensure processes are aligned with business and regulatory expectations.

• Support a continuous improvement approach to redress activity, helping shape better outcomes and stronger processes across the business.

About you

You’ll be analytical, diligent and customer-focused, with an eye for detail and a passion for doing the right thing. You’re comfortable working with data, curious about process improvement, and able to communicate clearly and constructively with others.

Key experience and skills:

• Some understanding of insurance products and regulatory requirements (e.g. FCA Principles, Consumer Duty).

• Experience in operational delivery, process management or similar customer-focused role.

• Analytical mindset, with the ability to extract insight from data and customer journeys.

• Confident preparing reports for senior audiences, highlighting key risks and opportunities.

• A proactive, solutions-driven approach with excellent organisation skills.

• Strong communication and interpersonal skills, with the ability to work cross-functionally.

Working for us, works for you

• Comprehensive training with clearly defined career progression opportunities

• Regular incentives with amazing prizes to be won

• 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:

  • Salary Finance – access to savings and borrowing through payroll

  • 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

  • Travel Loans – interest free loans to help spread the cost of annual travel tickets

  • 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

The culture at Domestic at 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.

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.

Compliance Monitoring Manager

Compliance Monitoring Manager

Location: Flexible on location and office base with visits to all D&G sites as and when required.

Salary: Competitive

Contract Type: Permanent.

We have an exciting opportunity for a self-motivated and hardworking individual to join our Risk & Compliance team as a Compliance Monitoring Manager.

The successful individual will report into our Head of Compliance Monitoring and will be responsible for significantly contributing to the design and delivery of a risk based annual Compliance Monitoring Plan, and deputising for the Head of Compliance Monitoring when required.

In addition to this, they will scope, conduct and deliver assigned monitoring reviews as per the risk based annual Compliance Monitoring Plan in line with the Compliance Monitoring Methodology and agreed timescales. 

They will strive to continuously enhance monitoring processes and actively engage and build relationships with key stakeholders across the business throughout the review and action tracking processes.

Key Responsibilities:

• To plan, review and conclude Compliance Monitoring reviews in line with the agreed annual Compliance Monitoring Plan while adhering to the standards set out in the Compliance Monitoring Methodology and within agreed timescales.

• To step in and deputise and support the Head of Compliance Monitoring when required, including taking responsibility for the delivery of the Monitoring Plan

• Collaborate with the business to raise findings and allocate remediation actions that will address the root causes of issues identified and balance the regulatory risk and commercial objectives.

• Proactively seek answers, obtain information and share accordingly with the wider Monitoring and Compliance teams.

• Providing support to the business in overseeing and closing actions within the target dates agreed.

• Assistance with regular reporting to a high standard to appropriate Governance Committees. 

• Maintain current knowledge of laws and regulations, across Financial Services, keeping abreast of projected and recent changes, emerging technologies, and industry trends

Skills and experience required:

• Prior knowledge of Financial Conduct Authority (FCA) practices within the General Insurance sector in particular experience undertaking Compliance Monitoring reviews independently.

• Solid understanding of application of FCA Handbook and Consumer Duty, specifically ICOBS, DISP, SYSC, PROD, SUP, COND, GEN.

• Strong ethical and customer values.

• Analytical thinking, critical thinking and decision making.

• Risk Management.

• Good verbal and written communication of technical matters to varying audiences in particular experience in engaging with senior managers. 

• Business and Commercial awareness.

• Proven ability to achieve and sustain a high level of accuracy and efficiency.

• Good collaboration, conflict resolution, influence, and negotiation skills.

• Professional independence

We offer lots of great benefits! Some of which include: 

• Competitive salary and annual discretionary bonus

• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave

• Training opportunities as well as clearly defined career progression

• 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

• Attractive company pension scheme

• 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:

• Salary Finance – access to savings and borrowing through payroll

• 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

• Travel Loans – interest free loans to help spread the cost of annual travel tickets

• 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 – 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.

MI Development Manager

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

About the role

As MI Development Manager, you will lead a team of developers responsible for the design, build, and maintenance of operational and regulatory reporting solutions across Domestic & General. You will oversee the delivery of accurate, timely, and automated reporting tools that support day-to-day operations, regulatory compliance, and strategic decision-making. This role requires a balance of technical expertise, people leadership, and stakeholder management to ensure the delivery of high-quality MI in a complex, fast-paced environment.

Responsibilities:

• Collaborate with cross-functional teams to align MI initiatives with business goals.
• Align closely to the Business roadmap, in particular Data and Technology, to align strategic goals.
• Support and drive the development, maintenance, and delivery of regular reports and dashboards to support strategic decision-making.
• Facilitate Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Coach and mentor team members on Agile principles, fostering a culture of continuous improvement and high performance.
• Partner with Product Owners to maintain a well-groomed and prioritized backlog.
• Identify and remove impediments to ensure smooth delivery and team productivity.
• Promote a transparent and open relationship within the team.
• Track and communicate team velocity and sprint/release progress to stakeholders,  including utilisation of governed sign off process.
• Take ownership of the team’s JIRA board, ensuring accurate and up-to-date tracking of work.
• Manage work allocation and ensure balanced team workloads.
• Constructively challenge and push back when necessary to maintain focus and delivery quality.
• Design and implement automated solutions to replace manual reporting processes, improving efficiency and reducing risk.
• Ensure alignment with data governance, architecture, and security standards.
• Act as a point of escalation for complex MI challenges, data issues, and cross-functional dependencies.
• Work closely with the MI Business Partner 

Requirements:

• Strong technical background in MI/reporting development, including advanced SQL and experience with BI tools such as Power BI.
• Understanding of data architecture, relational databases, and reporting optimisation techniques.
• Strong stakeholder management and communication skills, with the ability to translate complex technical solutions into clear business outcomes.
• Experience with agile delivery and development methodologies is desirable.
• Familiarity with cloud-based data environments is an advantage.

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• 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
• Attractive company pension scheme
• 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
• Salary Finance – access to savings and borrowing through payroll
• 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
• Travel Loans – interest free loans to help spread the cost of annual travel tickets
• 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 broadband 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.

Head of Existing Customer Analytics

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

About the role

As Head of Existing Customer Analytics, you will lead a high-impact team responsible for delivering data-driven insights that shape how Domestic & General serves, retains, and optimises the relationship and value with our customer base.

You will lead the analytics strategy across our end-to-end service journey, from digital claims and repair booking to engineer visits and post-service feedback, across the UK and EU.

You will lead customer value optimisation and risk management, informing fraud detection and prevention strategies and strategies  to deepen customer relationships, reduce churn and maximise lifetime value using advance analytics and technology.

Your work will directly shape the customer experience and operational strategy, helping us deliver faster, smarter, and more effective and cost-efficient service across all channels.

This role is both strategic and hands-on, blending advanced analytics with commercial acumen to support key business decisions and long-term value growth.

Responsibilities:

• Develop and lead the service analytics strategy across UK and EU markets, owning the analytics for cross-channel journeys — from online repair bookings to phone support to field service.
• Analyse customer interactions, service journeys, and complaints to identify opportunities for improving service levels, improving NPS, reducing customer effort and driving cost efficiencies
• Lead root cause analysis into complaint themes and service breakdowns, driving accountability and improvement.
• Conduct deep-dive analysis into service bottlenecks, repeat visits, escalations, and cost drivers.
• Monitor and improve key service outcomes including time to repair, first-time fix rates, engineer performance, and service-level compliance.
• Develop actionable insights to guide retention strategies and maximise lifetime value
• Lead fraud analytics and partner with the underwriting teams to detect and prevent fraudulent behaviour across the customer lifecycle.
• Monitor and report on key customer metrics such as lifetime value, and product usage.
• Support pricing and underwriting teams with behavioural insights for value optimisation.
• Partner with the MI team to drive automation of key reports and dashboards to democratise insight access across operational and commercial teams.

Requirements:

• Strong background in customer analytics, service operations, and lifetime value modelling.
• Proven expertise in using advanced analytics (segmentation, predictive modelling, regression, clustering) to solve commercial problems.
• Knowledge of appliance insurance, general insurance or similar regulated sectors is highly desirable.
• Deep understanding of customer churn dynamics, complaint drivers, and fraud behaviours.
• Strong SQL skills or similar is a plus.
• Excellent data visualisation and storytelling skills (e.g., Power BI).
• Strong commercial acumen with a pragmatic, delivery-focused mindset.

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• 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
• Attractive company pension scheme
• 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
• Salary Finance – access to savings and borrowing through payroll
• 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
• Travel Loans – interest free loans to help spread the cost of annual travel tickets
• 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 broadband 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.

Service Analyst

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

About the role

As a Service Analyst, you will play a key role in analysing how customers interact with our claims journeys and how those experiences transition across channels, including contact centres, digital and engineer networks. You will use data to improve customer experiences by understanding pain points, dropouts, inefficiencies, and customer effort across the full claims lifecycle. Your insights will directly influence how we improve our claims process to reduce complaints, streamline handoffs, and deliver seamless omnichannel experiences.

Responsibilities:

• Analyse claims journeys to identify friction points, drop-off causes, and key transition moments between digital and phone channels.
• Deliver insight analysis to improve customer experience, reduce complaint and journey pain points.
• Demonstrate key trends and story tell with data
• Identify opportunities to simplify claims flows, increase automation, and reduce failure demand.
• Conduct root cause analysis on failed or delayed claims, linking them to specific journey events or process gaps.
• Collaborate with UX teams to support A/B testing and behavioural analytics in digital journeys.
• Partner with relevant internal stakeholders to monitor service KPIs across claims fulfilment and contact centres.
• Build dashboards and reports that provide stakeholders with visibility into claims experience performance.
• Help shape the roadmap for service transformation by identifying and evidencing the biggest opportunities for improvement

Requirements:

• Proven experience in service or customer journey analytics, ideally with exposure to and insurance claims.
• Strong SQL skills required; digital event tracking (e.g., Google Analytics, Adobe) is advantageous.
• Comfortable working with large, event-driven or transactional datasets and linking them across multiple systems (e.g. claims, CRM, telephony).
• Familiarity with customer journey tools, funnel metrics, and drop-off analysis techniques.
• Strong data visualisation and presentation skills in Power BI.
• Ability to work with cross-functional stakeholders and communicate insights clearly to both technical and non-technical audiences.

We offer lots of great benefits! Some of which include:

• Competitive salary and annual discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
• Training opportunities as well as clearly defined career progression
• 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
• Attractive company pension scheme
• 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
• Salary Finance – access to savings and borrowing through payroll
• 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
• Travel Loans – interest free loans to help spread the cost of annual travel tickets
• 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 broadband 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.

First Line Control Specialist

First Line Control Specialist
Location: Hybrid/Remote
Contract: Permanent
Closing Date: Friday 18th July 2025

We’re looking for a detail-focused and proactive First Line Control Specialist to join our Controls & Assurance team.

In this key role, you’ll support the delivery and execution of first line controls that underpin great customer experiences and ensure we meet our commercial and regulatory commitments. You’ll work closely with a range of stakeholders to maintain effective oversight, support risk event management, and help drive continuous improvement in how we operate.

You’ll be responsible for control validation, Root Cause Analysis, and supporting the resolution of risk events. You’ll also help ensure that control activities align with both our internal standards and the needs of our customers.

Key responsibilities

• Support the First Line Controls Manager in executing strategies and control activities that align with customer outcome-led principles.

• Deliver control validation and contribute to continuous improvement through effective analysis of Key Risk Indicators (KRIs) and risk events.

• Work with internal stakeholders to ensure control frameworks are effective, well-documented and embedded across operations.

• Contribute to Root Cause Analysis to identify and address the underlying causes of customer or operational issues.

• Support the Risk Champion in ensuring RCSA cycles are completed diligently and any risk events are proactively addressed.

• Produce high-quality reports and analysis for senior stakeholders, identifying trends and opportunities for improvement in the customer journey or commercial performance.

• Collaborate across teams to ensure control recommendations are practical, aligned to business processes, and support compliant outcomes.

About you

You’ll bring a keen eye for detail, a strong understanding of operational controls, and the confidence to influence across teams. Your analytical mindset and communication skills will help turn insight into action, supporting continuous improvement across our control landscape.

Key experience and skills

• Experience in a first line risk, control or compliance role within a regulated environment

• Proven ability to influence stakeholders and embed control improvements that drive better outcomes

• Strong analytical skills with the ability to translate complex data into clear reports and recommendations

• Understanding of Consumer Duty and regulatory risk appetite

• Confident working in a fast-paced environment with competing priorities

• Collaborative and solutions-focused approach

Working for us, works for you

• Comprehensive training with clearly defined career progression opportunities

• Regular incentives with amazing prizes to be won

• 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:

  • Salary Finance – access to savings and borrowing through payroll

  • 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

  • Travel Loans – interest free loans to help spread the cost of annual travel tickets

  • 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

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.

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.

Outcome Tester

Outcomes Tester
Location: Hybrid/Remote
Contract: Permanent
Closing Date: Friday 18th July 2025

At Domestic & General, delivering great customer outcomes isn’t just something we talk about – it’s something we measure, test and continuously improve. We’re now looking for a detail-oriented and curious Outcomes Tester to join our Controls & Assurance team.

This is a key role within our first line control function, where you’ll assess customer interactions, identify risks, and provide meaningful insight to help shape better customer experiences. If you’re passionate about doing things right and influencing change through data-led insights, we’d love to hear from you.

As Outcomes Tester, you’ll be responsible for conducting risk-based testing across a range of customer journeys. You’ll use a structured testing framework to evaluate quality and compliance across interactions, identifying potential risks to customer outcomes, internal standards, and regulatory obligations.

Through your analysis and reporting, you’ll help the business spot trends, highlight areas for improvement, and support the embedding of change across Operations and beyond.

Key responsibilities

• Carry out end-to-end outcome testing across a variety of customer interactions and journeys, delivering consistent and objective quality scoring against an agreed framework.

• Produce clear, insightful reports for senior management, highlighting any areas of risk or non-compliance with internal policies and external regulations.

• Identify and escalate instances of customer detriment or process failure promptly and through the correct channels.

• Provide meaningful, data-led insight to support improved customer, regulatory and commercial outcomes.

• Contribute to a culture of continuous improvement by encouraging process thinking, curiosity, and the pursuit of better ways of working.

• Support change initiatives that impact the Operations function, helping to embed improvements in a consistent and scalable way.

About you

You’re analytical, naturally inquisitive and comfortable working with data and detail. You care about getting things right for the customer and are able to translate findings into constructive feedback that helps teams improve.

Key experience and skills

• A good understanding of regulatory requirements including FCA Consumer Outcomes, the FCA Handbook and Data Protection

• Experience conducting quality assurance, compliance monitoring or customer outcome testing (desirable)

• Ability to analyse data and present technical information in a clear, actionable format for senior stakeholders

• Strong written and verbal communication skills, with the ability to influence and engage across teams

• Solutions-focused mindset with the ability to manage priorities and deadlines in a fast-paced environment

• Demonstrates integrity, accountability and a drive for continuous improvement in all tasks

Working for us, works for you

• Comprehensive training with clearly defined career progression opportunities

• Regular incentives with amazing prizes to be won

• 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:

  • Salary Finance – access to savings and borrowing through payroll

  • 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

  • Travel Loans – interest free loans to help spread the cost of annual travel tickets

  • 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

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.

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.

Customer Sales Advisor - Beko Europe (Hybrid & Remote)

Salary: £24,500 per year plus OTE £7,800 per annum
Contract: Permanent, full time with a fixed weekly shift pattern
Location: REMOTE & HYBRID – working from home

Start date: Monday 11th of August 2025

Are you a natural-born salesperson and have targeted sales experience?

Do you always put your customers first?

Want to work for a great company with amazing benefits?

If it’s a YES, YES, and YES you should join us as a Customer Sales Advisor.

Who we are

We’re Domestic & General (D&G), a proud partner to many leading manufacturer and retail brands worldwide, providing appliance breakdown protection. Basically, if someone’s fridge, dishwasher or even their boiler breaks down, they can rely on us to sort it out. In the UK alone, almost 9 million customers do.

Right now, we’re recruiting Customer Sales Advisors — a role that offers a great work-life balance, with some excellent employee benefits.

The role you’ll do

• Acting as the first point of contact for customers who need help
• Assisting customers calling to register their appliances
• Using your wit, charm and best sales patter to upsell our products
• Building rapport with our customers and getting to know their needs
• Helping each customer find the protection package for them  

Don’t worry, we’re not about throwing you in at the deep end. We’ll help you find your feet with a three-week training programme.

You’ll learn our systems, meet your colleagues, hone your sales technique, and love talking to our amazing customers.

Salary

• A highly competitive 24,500 basic salary.
• Average Bonus Earnings of £7,800 per annum, earned through a combination of strong sales performance, excellent customer service and call quality.
• For all our Agents, we ensure the salary and bonus opportunity are balanced and for our highest performing Agents there is an opportunity to earn higher rates of salary and additional bonus based on performance.
• Joining as one of our Customer Sales Advisor, you will receive extensive training and support allowing you to develop your sales expertise. You will have excellent progression potential at D&G, with opportunities to progress into career pathways across many areas such as HR, Tech, Finance and Marketing. We actively encourage growth and development and many of our employees go on to explore further opportunities across the business.

So, what do we need from you?

• A solid background in targeted sales.
• Excellent attention to detail. Our customers mean a great deal to us, so want to get things right first time.
• Great communication skills to build relationships and listen to our customers.
• You’ll be a team player dedicated to providing the best customer experience.
• You’ll be calm, cool, and relaxed; able to juggle tasks while working quickly.

Sound good? There’s more…

• You can work remotely if you live far away. We’ll provide all the equipment you need to work from home, you’ll just need to have broadband access. 
• Alternatively, if you live within a commutable distance from our Nottingham office you can work on a hybrid basis. We’ve just opened a brand new office right next to the train station. You’ll enjoy a state of the art working environment where you can collaborate with colleagues and receive hands on support. 
• You’ll work on a shift pattern from Monday to Sunday, 8am to 8pm.

What are these benefits?

• Full training – with clear career progression opportunities.
• Regular incentives – with some pretty great prizes.
• Sales bonuses – each month you’ll get the chance to earn some extra take-home pay.
• Annual leave – 33 days (including bank holidays).
• A free annual D&G protection plan – we want you to see how great the product you’re selling is. There are discounted rates for family and friends too.
• Employee assistance programme – free support and advice on relationships, physical and mental health, financial assistance and more.
• Health and wellbeing – discounted gym membership, help towards essential healthcare costs, including dental, optical, and physiotherapy.
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary.
• Employee discounts – online and on the high street.
• And many more benefits – including travel loans, car leasing and Cycle to Work and Salary Finance schemes.

We really couldn’t sell this anymore if we tried. That’s your job. Or at least it could be. Get your application in now and join us as a Customer Sales Advisor.

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.

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.

Group Director of Risk

Group Director of Risk  

Location: Flexible working with visits to our office in Wimbledon as and when required.  

Salary: Competitive 

Contract Type: Permanent. 

  

Are you a proven risk leader working in a regulated environment that is passionate about advising stakeholders on this topic to help achieve business goals?   

Do you want to work as part of a progressive risk team, which has our full leadership buy in to drive meaningful business change and growth?  

If the answer to the above is yes, then look no further as this could be the ideal opportunity for you!  

We have an exciting opportunity for a dynamic and progressive risk professional with a strategic mindset to join the Group Risk & Compliance team as Group Director of Risk. The role holder will be a key member of the Group Risk & Compliance leadership team and will provide group-wide functional leadership of Domestic & General’s Group Risk function. 
 

An integral member of the Group Risk & Compliance leadership team, the Director of Risk will help shape risk strategies fostering a culture of integrity and transparency and will provide valued business partnership, counsel and challenge that supports effective and balanced risk methodologies and risk management.  

They will be a member of several Committees and forums including, the Group Extended Leadership Team, the Enterprise Resilience Committee and the Solvency II Working Group. 

This is a newly created role, reporting to the Group Chief Risk Officer and with exposure to the wider Executive Leadership Team. This is a certified role under the UK SMCR regime.   

Key Responsibilities: 

  

• Leadership of the Group Risk function, including the development, implementation and oversight of the Group Risk Management Framework. 

• Develops, implements, and oversees D&G’s group risk management program, framework and advisory offer, ensuring it supports all markets in which D&G operates, and that the Boards and our leadership group feel confident that D&G is well-positioned to serve its customers while protecting the Group from avoidable risks. This includes designing, maintaining, and promoting awareness and understanding of the Group’s risk strategy, risk management framework and risk appetite framework. 

• Responsible for overseeing D&G’s group data protection arrangements and frameworks working with the Data Protection Officer and team.

• Key contributor to Group Solvency II arrangements, including the Solvency Financial Capital Requirements (SFCR) Risk and Solvency Assessment (ORSA), working closely with the Head of Financial Risk, Finance function and wider business regarding operational risk and scenario planning.

• Designs, maintains and oversees Group Risk Management Framework and risk policies ensuring these evolve as the business grows and adapts.

• Ensures proactive monitoring and analysis of emerging risks that could impact D&G, advising leadership on risk strategies and potential operational adjustments. 

• Serves as a key liaison with regulatory bodies as required and subject to local market requirements, ensuring the provision of high quality, informed oral and written updates and requests related to risk management matters and/or ensures adequate strategies are in place to meet local market requirements as needed. 

• Provision of risk management analysis and reporting to the Executive Leadership Team, Group Risk Committee and Board Audit and Risk Committees. 

• Thought leadership and strategic input by way of anticipating and assessing emerging risks that may impact the business and the provision of proactive insight and counsel on these to leadership. 

• Drives risk awareness initiatives, embedding a culture of ethical business conduct and continuous improvement. 

• Supports ad-hoc risk management activities/business initiatives that may arise from time to time. 

Skills and experience required: 

• Proven track record as a risk professional operating in a leading financial services firm with best-in-class risk management practices with recent experience excelling within a business undergoing significant growth and transformation. 

• Strong risk management skills relevant to the D&G business 

• Experience setting up and leading a 2nd line risk management capability within a regulated company.

• Experience of  managing / leading on data protection matters either through direct ownership or in an oversight capacity

• Demonstrable experience of influencing at Executive and Board level, building strong stakeholder relationships across a senior manager community. This also includes initiating and sustaining constructive relationships with senior stakeholders across expanding international businesses. 

• A track record of formulating and offering creative and pragmatic solutions to problems and issues. 

• Proficient in building and leading high-performing teams 

• Collaborative and inclusive leader who can create a compelling vision for the risk function that attracts high-performing professionals. 

We offer lots of great benefits! Some of which include:  

• Competitive salary and annual discretionary bonus 

• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave 

• Training opportunities as well as clearly defined career progression 

• 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 

• Attractive company pension scheme 

• 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: 

• Salary Finance – access to savings and borrowing through payroll 

• 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 

• Travel Loans – interest free loans to help spread the cost of annual travel tickets 

• 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 – 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.

Customer Sales Advisor - Sky Outbound

Salary: £24,500 per year plus OTE £5,500 per annum
Contract: Permanent, full time with a fixed weekly shift pattern
Location: REMOTE – working from home

Are you a natural-born salesperson and have targeted sales experience?

Do you always put your customers first?

Want to work for a great company with amazing benefits?

If it’s a YES, YES, and YES you should join us as a Customer Sales Advisor.

Start date: 11 AUGUST 2025

Who we are

We’re Domestic & General (D&G), a proud partner to many leading manufacturer and retail brands worldwide, providing appliance breakdown protection.

Essentially, if someone’s fridge, dishwasher or even their boiler breaks down, they can rely on us to sort it out. In the UK alone, almost 9 million customers do.

Right now, we’re recruiting Customer Sales Advisors for our Sky Outbound department — a role that offers a great work-life balance, in a fun environment with some excellent employee benefits.

The role you’ll do

• You’ll be an ambassador for the market-leading Sky brand
• Making warm outbound sales calls to Sky customers to sell our protection
• Using your communication skills and knowledge to share the product benefits
• Building rapport with our customers and getting to know their needs
• Helping each customer find the right solution for them  

Don’t worry, we’re not about throwing you in at the deep end. We’ll help you find your feet with a three-week training programme.

You’ll learn our systems, meet your colleagues, hone your sales technique, and love talking to our amazing customers.

Salary

• A highly competitive £24,500 basic salary.
• Average Bonus Earnings of £5,500 per annum, earned through a combination of strong sales performance, excellent customer service and call quality.
• For all our Agents, we ensure the salary and bonus opportunity are balanced and for our highest performing Agents there is an opportunity to earn higher rates of salary and additional bonus based on performance.

So, what do we need from you?

• A solid background in targeted sales.
• Ideally, you’ll have some experience of working alone or in a home-based role.
• Excellent attention to detail. Our customers mean a great deal to us, so want to get things right first time.
• Great communication skills to build relationships and listen to our customers.
• You’ll be a team player dedicated to providing the best customer experience.
• You’ll be calm, cool, and relaxed; able to juggle tasks while working quickly.

Sound good? There’s more…

• It’s remote, so if you have the space to work at home, you don’t even need to leave the house. We’ll provide the equipment. You’ll just need to have broadband access.
• If you live near to one of our offices, you can mix things up a little and work between the two if you like.
• You’ll work a flexible 37.5-hour shift between these opening hours:

• Two weeks of Monday: 10:00 – 18:30, Tuesday to Thursday: 09:30 – 18:30. Friday it’s an early finish: 09:30 – 16:00
• Two weeks of Monday: 10:30 – 19:00, Tuesday to Thursday: 10:00 – 19:00, Friday it’s an early finish: 09:30 – 16:00
• Joining as one of our Customer Sales Advisor, you will receive extensive training and support allowing you to develop your sales expertise. You will have excellent progression potential at D&G, with opportunities to progress into career pathways across many areas such as HR, Tech, Finance and Marketing. We actively encourage growth and development and many of our employees go on to explore further opportunities across the business.

So, what are these benefits?

• Free Sky TV
• Full training – with clear career progression opportunities.
• Regular incentives – with some pretty great prizes.
• Sales bonuses – each month you’ll get the chance to earn some extra take home pay.
• Annual leave – 33 days (including bank holidays).
• A free annual D&G protection plan – we want you to see how great the product you’re selling is. There are discounted rates for family and friends too.
• Employee assistance programme – free support and advice on relationships, physical and mental health, financial assistance and more.
• Health and wellbeing – discounted gym membership, help towards essential healthcare costs, including dental, optical, and physiotherapy.
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary.
• Employee discounts – access to discounted Sky TV and mobile packages, and discounts for loads of online and high street retailers.
• And many more benefits – including travel loans, car leasing and Cycle to Work and Salary Finance schemes.

We really couldn’t sell this anymore if we tried. That’s your job. Or at least it could be. Get your application in now and join us as a Customer Sales Advisor.

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.

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.