Head of First Line Controls - Operations

Head of First Line Controls - Operations

Location: Hybrid/Remote - Wimbledon
Contract Type: Permanent Full Time (Part Time may be considered for the right applicant)

Closing Date: 11th May 2025

D&G's purpose is to make the world a better place, one repair at a time with a mission to keep our customer's world running. As a business driven by customer care, we're now on the lookout for a Head of First Line Controls to help us shape the future of our operations, ensuring we deliver exceptional and compliant customer outcomes across our UK market.

This is a pivotal role at the heart of our Operations department. You'll be leading the framework and strategy for First Line Controls, with oversight of our sales, service and complaints functions, ensuring we not only meet regulatory requirements, but exceed customer expectations.

What you'll do:

• Lead and evolve our First Line Control strategy across the UK business, supporting our sales, service, and complaints teams.
• Act as a regulatory subject matter expert for our insurance and maintenance service plan products.
• Manage a high-performing team, including the First Line Controls Manager and Specialist.
• Design and implement scalable control and oversight frameworks, including customer outcome testing.
• Oversee internal risk, audit, and RCSA actions - ensuring accountability and timely delivery.
• Develop key MI dashboards and benchmarks - covering sales, cancellations, QA, complaints, and service.
• Drive supplier contract development with robust First Line Controls schedules.
• Collaborate with Quality Assurance to ensure processes align with regulatory and business needs.
• Represent First Line Controls in senior leadership forums and governance committees.
• Champion best practice across markets and functions, acting as a centre of excellence.

What we're looking for:

• A confident leader with proven line management experience.
• A deep understanding of operational risk, compliance and regulatory frameworks (insurance/warranty industry experience is a plus).
• Expertise in MI analysis, process management and root cause analysis.
• Strong project management and planning skills - able to juggle multiple priorities in a fast-paced environment.
• An excellent communicator who's comfortable influencing stakeholders at all levels.
• Experience working with third-party or outsourced contact centres.

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.
• Attractive company pension scheme.
• Life assurance - employer funded cover of 4x basic salary.
• Employee Assistance Programme - specialist advice and support on issues such as finance, relationships, illness and family issues.

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.