Lead Specialist Support Team — Hybrid, Growth & Impact

Domestic & General; Bedworth; Hybrid; GBP 50,000 - 80,000; Full time

Benefits offered by this job

Health Cash Plan

Instant discounts

Credit building tool

Salary Finance Loans

Electric vehicle leasing

Long service awards

Free protection plan

Job summary

Domestic & General seeks an experienced leader to manage the Specialist Support Team in Bedworth. You will coach up to 15 colleagues, oversee complex customer cases and ensure compliant, customer-focused outcomes within regulatory standards.

You will drive performance planning, capacity management and continuous improvement across vulnerability services while partnering across Risk, Compliance and Operations to deliver durable service improvements.

Qualifications

• Lead, coach and develop a high-performing specialist team across vulnerability and complex customer support.
• Confidently provide guidance and make informed decisions on complex, sensitive and higher-risk customer cases.
• Balance excellent customer outcomes with regulatory requirements and commercial considerations.

Responsibilities

• Lead the day-to-day performance and development of the Specialist Support Team, with responsibility for up to 15 colleagues.
• Maintain oversight of complex and sensitive customer cases, ensuring specialist policies and customer outcome principles are applied consistently.
• Manage operational performance, demand, capacity and workloads to ensure specialist cases are effectively prioritised and resolved promptly.
• Maintain oversight of customer harm risks, complaints and vulnerability-related issues, escalating significant risks and recommending appropriate action.
• Support audit, assurance and governance activity, ensuring our specialist services operate within regulatory, Consumer Duty and company requirements.
• Lead continuous improvement initiatives that strengthen customer journeys, operational effectiveness and specialist capability.
• Contribute to the evolution of D&G’s vulnerability strategy and specialist support operating model, representing the function in cross-functional projects and governance forums.

Skills

Team leadership

Decision making

Regulatory awareness

Performance management

Job description

Domestic & General seeks an experienced leader to manage the Specialist Support Team in Bedworth. You will coach up to 15 colleagues, oversee complex customer cases and ensure compliant, customer-focused outcomes within regulatory standards.

You will drive performance planning, capacity management and continuous improvement across vulnerability services while partnering across Risk, Compliance and Operations to deliver durable service improvements.