Head of First Line Controls

PLC D&G Group Limited; Wimbledon; Hybrid; GBP 120,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

25 days annual leave

Health cash plan

24/7 virtual GP

Pension scheme

Life assurance 4x salary

Online benefit portal

Salary Finance

Car leasing

Travel loans

Cycle to work

Gym discounts

Volunteer program

Employee assistance

Protection plan (free)

Employee discounts

Job summary

Domestic & General is seeking a strategic Head of First Line Controls to lead the customer, sales, service and complaints functions across the EU, ensuring full regulatory compliance and internal standards. This high-visibility role reports to senior leadership and the Board.

You will establish scalable control frameworks, oversee supplier contracts, document sales processes, and drive continuous improvement with a ~15-strong team, delivering MI metrics and governance updates.

Qualifications

• Leadership experience in a regulated environment.
• Experience in the warranty or insurance sector.
• Excellent communication and interpersonal skills.
• An agile mindset with strong organisational capabilities.
• Experience managing teams.
• Knowledge of both in-house and outsourced contact centre operations.
• Strong analytical and problem-solving skills with exceptional attention to detail.

Responsibilities

• Act as regulatory SME for insurance and service maintenance plans across various EU jurisdictions.
• Take responsibility for the management and execution of internal risk and audit actions, ensuring completion of all RCSA activities.
• Develop scalable control and oversight frameworks in partnership with the First Line Controls Centre of Excellence (CoE).
• Oversee supplier contracts, ensuring that First Line Controls schedules are incorporated and continuously enhanced.
• Ensure that all sales processes are documented, reviewed, and approved in line with EU regulatory standards.
• Facilitate governance forums and committees, driving strategic actions and reporting outcomes.
• Create and implement relevant policies and develop best practice frameworks to support the business in establishing robust First Line Controls.
• Establish and monitor management information (MI) metrics, including sales, cancellations, QA, complaints, and service levels.
• Present First Line Controls updates to senior management.
• Lead and collaborate with QA teams to ensure compliance with business requirements.
• Identify and agree management actions to enhance oversight and control frameworks.
• Provide effective oversight, assessment, and continuous improvement of first line control activities (approximately 15 full-time employees).

Skills

Leadership

Warranty/Insurance

Communication

Agile mindset

Team management

Contact centres

Analytical thinking

Job description

Head of First Line Controls

Location: United Kingdom Contract Type: Permanent - Hybrid or Remote

About the Role

We are seeking an experienced and strategic leader to join our Growth Markets team as Head of First Line Controls. This is a pivotal role, ensuring that our customer, sales, service, and complaints management functions operate in full compliance with regulatory requirements and internal standards across the EU. This is a high-impact position with visibility at both senior leadership and Board level.

About You

To succeed in this role, you will have:

• Strong leadership experience within a regulated environment.


• Experience within the warranty or insurance sector.


• Excellent communication and interpersonal skills.


• An agile mindset with strong organisational capabilities.


• Experience managing teams.


• Knowledge of both in-house and outsourced contact centre operations.


• Strong analytical and problem-solving skills, with exceptional attention to detail.

The Role

Act as the regulatory subject matter expert for insurance and service maintenance plans across various EU jurisdictions. Take responsibility for the management and execution of internal risk and audit actions, ensuring completion of all RCSA (Risk and Control Self-Assessment) activities. Develop scalable control and oversight frameworks in partnership with the First Line Controls Centre of Excellence (CoE). Oversee supplier contracts, ensuring that First Line Controls schedules are incorporated and continuously enhanced. Ensure that all sales processes are documented, reviewed, and approved in line with EU regulatory standards. Facilitate governance forums and committees, driving strategic actions and reporting outcomes. Create and implement relevant policies and develop best practice frameworks to support the business in establishing robust First Line Controls. Establish and monitor management information (MI) metrics, including sales, cancellations, quality assurance (QA), complaints, and service levels. Present First Line Controls updates to senior management. Lead and collaborate with QA teams to ensure compliance with business requirements. Identify and agree management actions to enhance oversight and control frameworks. Provide effective oversight, assessment, and continuous improvement of first line control activities (approximately 15 full-time employees).

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. For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers. You'll have tailored support and training throughout your time at Domestic & General, allowing clear career progression in the direction you choose. We're transforming a 100-year-old business into a tech-driven platform with a global reach. But to do that, we'll need a range of skills from all walks of life. Think you can help?