Job Description

We are seeking a motivated Compliance & Complaints Officer to join our expanding Compliance Team. This role combines responsibility for complaints handling and compliance auditing, ensuring the business continues to meet FCA requirements, Consumer Duty standards, and delivers fair outcomes for customers.

The successful candidate will have experience in the Debt Advice Sector, the ability to handle customer complaints to achieve a fair resolution and to complete compliance audits effectively.

Key Responsibilities

Compliance & Quality Assurance

Complete call and correspondence audits across the business to ensure compliance with FCA, CONC 8, Consumer Duty, and other regulatory requirements.

Provide clear, constructive feedback to staff following audits.

Lead and contribute to call calibration sessions to ensure consistency and improve staff understanding.

Identify and mitigate risks affecting the business and recommend actions to improve procedures.

Support the wider Compliance Team in ensuring policies and processes remain up to date with regulatory changes.

Complaints Handling

Manage and resolve customer complaints in line with FCA DISP rules and DSS's internal policy.

Ensure complaints are acknowledged, investigated, and resolved within required timeframes.

Communicate outcomes clearly and fairly to customers.

Identify root causes and escalate any systemic issues or risks.

Contribute to complaints MI and reporting for senior management and FCA purposes.

Skills & Experience Required

Previous experience in complaints handling and/or compliance monitoring within the debt advice or wider financial services sector.

Experience in call auditing or QA within a regulated environment.

Strong written and verbal communication skills.

Careful attention to detail with excellent organisational skills.

Ability to remain impartial, empathetic, and customer-focused.

Confident in providing feedback and engaging with staff at all levels.

Personal Attributes

Eager, punctual, and proactive.

Empathetic nature, particularly when dealing with vulnerable customers.

Analytical mindset with the ability to spot trends and risks.

Resilient and adaptable in a fast-paced regulatory environment.

Remuneration and Benefits

Exciting office location at Exchange Quay with onsite gym, Metrolink stop, cafes, canteen, post office, general store, bar, and underpass directly into Salford Quays (Lowry Theatre, shopping centre, cinema, bars, restaurants).

Flexible Working Options - office-based, hybrid, or remote (WFH) available.

31,500 per annum.

21 Days Annual Leave (plus Bank Holidays).

Birthday off.

Holiday entitlement increases with service.

Flexible working hours.

NEST Pension Scheme.

Sick pay.

Onsite allocated parking.

Job Types: Full-time, Permanent

Pay: 31,500.00 per year

Benefits:

Flexitime Work from home
Work Location: In person