We’re Domestic & General, the appliance care experts.
We look after the things you rely on every day to keep your home running.
In fact, we protect, repair and care for millions of products and appliances each year – from fridges and washing machines to TVs and boilers.
We’ve been in business since 1912 and we’re always looking ahead to what’s next, so you know we’ll be there when you need us.

Domestic & General

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operations

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.

We’re Domestic & General, the appliance care experts. We look after the things you rely on every day to keep your home running. In fact, we protect, repair and care for millions of products and appliances each year – from fridges and washing machines to TVs and boilers. We’ve been in business since 1912 and we’re always looking ahead to what’s next, so you know we’ll be there when you need us.

• Responsible for leading a team of approximately 20 agents and 2 Performance Coaches
• Taking customer calls to help support with queries, sales, complaints, repairs and account changes
• Measured on range of Key Performance Indicators including Sales Conversion, Team Quality Assurance, Customer Satisfaction, Adherence to the Operating Rhythm, Average Handling Time, Absence Management, Retention, Engagement

Operations Lead

Operations Lead responsible for overseeing a team of customer service agents while driving sales and performance in a flexible work environment.

analyst

• Build, maintain and manage complaints reduction plan for Domestic and General
• Collate, analyse and report on Complaints activities, to include internal business area and OEM root cause analysis actions
• Identifying and prioritising areas for further root cause analysis, including the requirement for deep dives and thematic reviews
• Ensure appropriate documentation and evidence is completed to include thematic reviews, case studies and action logs, in line with FCA requirements
• Complete a regular review of all complaint categories, making recommendations to further enhance MI collection on Complaints and trends
• Identify and support the implementation of specific actions required to assist delivery of complaints reduction plan
• Meet with OEM’s and internal business areas to drive complaints reduction, increase First Contact Resolution and increase customer experience across all key metrics.

Complaints Root Cause Analyst

Root Cause Analyst managing complaint processes and driving improvements at Domestic & General. Responsible for root cause analysis and documentation to enhance customer experience across key metrics.

compliance

• 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.

Compliance Monitoring Specialist

Compliance Monitoring Specialist joining Domestic & General's Risk & Compliance team. Responsible for contributing to Compliance Monitoring Plan and conducting monitoring reviews.

Domestic & General

About the company

Open jobs

3 jobs found

Operations Lead

Domestic & General

Complaints Root Cause Analyst

Domestic & General

Compliance Monitoring Specialist

Domestic & General