Specialist Support Team Leader

Specialist Support Team Leader

Contract Type: Permanent, full-time
Location: Hybrid - Bedworth

We’re looking for a Specialist Support Team Leader to lead our specialist capability supporting customers experiencing bereavement, vulnerability and other complex life circumstances. You’ll combine operational leadership with specialist expertise and governance oversight, ensuring customers receive safe, consistent and high-quality outcomes when they need our support most.

As our subject matter expert for vulnerability and specialist customer support, you’ll also help shape policies, processes and organisational capability, strengthening our approach to vulnerable customers and supporting our Consumer Duty obligations.

About You

To be successful in this role, you will be able to:

• Lead, coach and develop a high-performing specialist team, building expertise across vulnerability, bereavement and complex customer support.
• Confidently provide guidance and make informed decisions on complex, sensitive and higher-risk customer cases.
• Balance excellent customer outcomes with operational performance, regulatory requirements and commercial considerations.
• Use customer insight, colleague feedback and performance data to identify and deliver meaningful improvements.
• Build strong relationships across Operations, Complaints, Quality Assurance, Learning & Development, Risk & Compliance and other key business areas.
• Create a supportive, high-performing environment where colleagues share knowledge, learn continuously and feel confident constructively challenging ways of working.

The Role

• 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.

Working for us, works for you

• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
• Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
• 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

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.