Compliance Officer

Responsibilities:

Contact Centre Compliance Monitoring:

• Conduct structured call audits across assigned campaigns.
• Ensure agents adhere to client requirements, approved scripts, and regulatory expectations.
• Monitor alignment with Treating Customers Fairly (TCF) principles.
• Identify compliance gaps, high-risk behaviours, and process weaknesses.
• Produce clear weekly and monthly compliance reports.
• Track and follow through on remediation actions with Operations and Training teams.
• Maintain proper audit trails and supporting evidence for client reviews.

Client Compliance Governance:

• Interpret and implement client compliance requirements across campaigns.
• Support readiness for client audits and quality reviews.
• Maintain campaign compliance trackers and risk logs.
• Review customer complaints from a compliance perspective where required.
• Provide advisory support to team leaders and operations managers on compliance matters.

Internal Compliance & Risk Support:

• Support the monitoring of adherence to internal policies and procedures.
• Conduct periodic compliance reviews across business functions where required.
• Maintain compliance risk registers and issue logs.
• Assist in reviewing customer journey touchpoints for regulatory and TCF alignment.
• Support internal investigations relating to compliance concerns.

Policy & Process Improvement:

• Support the review and update of compliance policies and procedures.
• Identify control gaps and recommend practical improvements.
• Work with relevant teams to embed compliance checkpoints into workflows.
• Promote best-practice standards across the organisation.

Training & Compliance Awareness:

• Deliver periodic compliance refresher sessions to agents and staff.
• Support compliance onboarding for new hires.
• Provide coaching insights to team leaders based on audit findings.
• Issue compliance alerts or bulletins when required.

Reporting & Stakeholder Management:

• Prepare compliance dashboards and management reports.
• Escalate material risks promptly to leadership.
• Support internal and external audit readiness.
• Maintain accurate compliance documentation and evidence logs.

Requirements:

• Bachelor’s degree in Law from a recognised University.
• Minimum of 3 years’ post-call to bar experience in Compliance, QA, Risk, or Audit roles.
• Exposure to financial services or regulated environments is an advantage.
• Familiarity with UK-regulated collections environments is desirable.
• Strong call auditing and QA capability
• Solid understanding of TCF and consumer protection principles
• Close attention to detail and analytical thinking
• Excellent report writing and documentation skills
• Strong stakeholder management and communication skills
• Risk-aware and proactive mindset
• Good Microsoft Excel and data analysis capability
• Ability to work independently and manage priorities
• Demonstrates high integrity and confidentiality
• Shows sound judgment and professional courage
• Collaborative but firm when addressing compliance gaps
• Strong ownership and follow-through
• Promotes a culture of fairness and accountability