Compliance and Complaints Officer

About this role

Overview

We’re looking for a Compliance & Complaints professional to join our team and play a key role in ensuring we continue to deliver good outcomes for our customers and meet our regulatory obligations.

This is a varied role combining compliance monitoring, quality assurance and customer complaints, giving you the opportunity to work across the business and influence how we manage risk and improve our processes.

You’ll be responsible for planning and carrying out compliance reviews, assessing the effectiveness of controls, identifying areas of risk and making practical recommendations for improvement. You’ll also investigate customer complaints from start to finish, ensuring they are handled fairly, thoroughly and in line with FCA requirements.

The role would suit someone who is analytical, inquisitive and confident working independently, but who also enjoys working collaboratively with colleagues across the business. You’ll need to be comfortable interpreting FCA rules and guidance, investigating issues, challenging where appropriate, and communicating your findings clearly to management.

You will also be involved in compliance training, Consumer Duty and wider compliance and risk activities, making this a great opportunity for someone looking for a varied role.

Duties

• Planning compliance reviews, carrying out testing, identifying risk, and assessing risk management activities for relevance and effectiveness
• Recommending actions to mitigate compliance and conduct risks and supporting management to implement recommendations
• Providing timely, accurate and constructive reports to management
• Collating evidence of remedial action and assessing the effectiveness of the activities in mitigating risks.
• Keeping up to date with changes to internal processes and industry standards through proactive research, and maintaining a thorough understanding of internal policies, FCA rules and guidance including Consumer Duty and other relevant rules, guidance, and legislation.
• Investigating and responding to customer complaints, liaising with customers, and determining redress or compensation.
• Collaborate with relevant teams to identify root causes of complaints and recommend solutions for ongoing improvement.
• Conduct regular training sessions to educate staff on compliance obligations and complaint handling procedures.
• Maintaining training material to ensure accuracy and relevance.

Requirements

• A good understanding of risk, and strong understanding of regulatory frameworks relevant to the debt advice industry, including FCA CONC, DISP, CASS, and Consumer Duty.
• Proven experience in a financial services role within a regulated environment, preferably debt advice, compliance monitoring or quality assurance.
• Ability to investigate thoroughly, independently and impartially, and analyse results
• Ability to analyse data effectively to identify patterns or areas for improvement.
• Excellent communication skills with the ability to handle sensitive situations tactfully.
• Exceptional organizational skills with meticulous attention to detail in documentation and recordkeeping.
• A proactive mindset with the ability to prioritize tasks efficiently under pressure.

Monday - Friday 9:00am - 5:00pm

Hybrid working (2 days per week home working) available after training/probation.

Must be able to commute to Birchwood, Warrington (WA3)

Pay: From £26,000.00 per year

Benefits

• Company pension
• Health & wellbeing programme
• On-site parking
• Work from home

Ability to commute/relocate

• Birchwood WA3 7PB: reliably commute or plan to relocate before starting work (required)

Application question(s)

• How many years of regulated financial services experience do you have?

Education

• GCSE or equivalent (required)

Experience

• Compliance monitoring: 1 year (preferred)

Work Location: Hybrid remote in Birchwood WA3 7PB

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