Summary of role

AnOperations Regulatory Compliance & Complaints Manager plays a crucial role in ensuring a company adheres to all relevant laws, regulations, and internal policies while also overseeing the effective management of customer complaints and ensuring a positive customer experience. This role involves a blend of strategic oversight and operational execution, requiring strong analytical, communication, and problem-solving skills. 

Primary responsibilities

Regulatory Compliance:

Staying current on relevant FCA guidelines, regulations, and industry standards and advising the organization on compliance.
Developing, implementing, and monitoring compliance programs and policies.
Conducting risk assessments and developing strategies to mitigate identified risks.
Preparing and submitting reports detailing compliance against regulatory standards.
Collaborating with internal and external stakeholders, including regulators, for compliance matters.

Complaint Management:

Overseeing the efficient and effective resolution of customer escalations and complaints, ensuring timely and compliant handling.
Investigating complaints, identifying root causes, and recommending improvements to reduce future complaints.
Maintaining complaint registers, analyzing trends, and reporting on findings.
Ensuring fair treatment of customers and championing a positive customer experience.

Skills required

Strong analytical, problem-solving, and communication skills are essential.
Experience working with FCA regulations and guidelines in environments that utilise regulated agreements such as Consumer loan or hire agreements ,
Excellent communication skills including presentation and written report writing.
Strong customer service skills
Ability to be a team player, and work well under pressure
Problem solving and conflict resolutions skills.
Strong communication skills

Experience required

Minimum 1 years experience in similar role
Minimum 1 years experience in FCA Regulatory Compliance
Capable of preserving confidential or sensitive information
Experience of conflict resolution
Experience in resolving complaint issues
Experience developing and implementing internal policies and process to improve customer experience

Personal attributes (person specification)

Someone who lives the company values
Ability to make informed and timely decisions
Someone who analyses a situation and develop effective solutions
Finds innovative solutions to overcome challenges
Ensures accuracy in all communications

Software knowledge and level of proficiency

MS Excel - excellent knowledge
MS Outlook - very good knowledge
MS Word - very good knowledge
MS PowerPoint - very good knowledge
Scheduling software - good knowledge
CRM - good knowledge

Competitive salary
A bright, modern and open plan office
23 days holiday plus 8 bank holidays
Contributory pension
Company bonus scheme
Life assurance

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Operations Regulatory Compliance & Complaints Manager