Compliance and Complaints Lead Associate

Red Snapper Recruitment are recruiting for a Compliance and Complaints Lead Associate for a Regulator based in the South East of England.

Location - Brighton (6 office days a month required)

Contract - Permanent

Salary - Salary Starting from £35,598 per annum dependent on skills and experience, plus excellent benefits package

We’re looking for a Compliance and Complaints Lead Associate to join the Enterprise Compliance & Complaints team. This team is part of the Enterprise Compliance & Counter Fraud function (ECCF), which safeguards the organisation and its people by enforcing compliance with legal, ethical, and regulatory responsibilities. The team handles staff whistleblowing, external complaints, management of gifts and hospitality, conflicts of interest, requests to deal, and the Government Functional Standards compliance processes. The activities carried out within the team are considered 'Mandatory Enabling’ in our corporate prioritisation framework.

This is a fantastic opportunity to be part of a dynamic and impactful team that plays a crucial role in maintaining the integrity and ethical standards of the organisation. Joining the team means you will have the chance to influence and shape compliance practices, work with a diverse group of stakeholders, and contribute to a culture of continuous improvement. If you are passionate about compliance and looking for a role where you can make a real difference, this is the perfect opportunity for you.

As a Complaints & Compliance Lead Associate, you will support the design, embedment, and coordination of our compliance framework. You will be responsible for consolidating, improving, and managing compliance processes and policies, engaging with all levels of the organisation to ensure strategic and corporate objectives are met.

Main duties and responsibilities

• Compliance Framework Delivery: Act as a point of contact for all matters related to the Enterprise Compliance and Complaints team activity for stakeholders across TPR. Be responsible for the delivery and embedment of TPR’s compliance framework in line with internal policies, processes, and timescales, as well as the timely completion of complaints investigations and responses.
• Stakeholder Engagement: Frequently challenge stakeholders at all levels on non-compliance and insufficient risk management. Produce regular reports to highlight failures and assess trends.
• Education and Learning: Design and deliver education and learning programs on governance and compliance best practices. Lead the continuous improvement program to enhance risk management and compliance maturity.
• Register of Obligations Management: Manage the Register of Obligations, ensuring compliance with legal, regulatory, and ethical requirements.
• Staff Whistleblowing Processes: Oversee the TPR staff whistleblowing, gifts and hospitality, conflicts of interest, and request to deal processes and policies. Monitor, assess, and respond to reports in line with the agreed ways of working and SLAs, including managing pushback and escalation as appropriate.
• Complaints Handling: Handle internal and external complaints within agreed timescales, proactively identify improvement opportunities, and lead their delivery.
• Government Functional Standards Compliance: Oversee compliance with Government Functional Standards to support consistent and coherent ways of working.

Person Specification

• Demonstrable ability to conduct formal and informal investigations, experience in identifying the root cause of issues, and delivery of investigation outcome reports.
• Ability to analyse compliance gaps and determine operational risk indicators from complaints and employee attestations, ensuring lessons learned are fed directly back into the originating area.
• Proven ability to develop effective working relationships and communicate clearly/confidently to all stakeholders, both orally and in writing; to influence thinking and to indirectly manage the actions of others.
• Effective time management skills: the ability to manage a demanding workload of multiple projects to tight timescales with multiple stakeholders with minimal supervision.
• Experience in complaints management and/or in a similar external-facing customer service role.
• Proactive and flexible
• Ability to prioritise and use initiative
• Problem solving and analytical skills
• Written and verbal communication skills at all levels
• Excellent attention to detail and accuracy

The deadline for applications for this position is January 3rd 2025

If this role is not for you but you do know somebody who would be interested please refer them. We have a referral bonus scheme and will pay £75, in retail vouchers of your choice, for referrals who are not already known to us.

Due to the high volume of applications received, if you do not hear from us within 7 working days, I am afraid your application has been unsuccessful.

RSR Regulatory Services is a market leading recruitment business dedicated to supplying experienced practitioners on a temporary, contractual or permanent basis to the Law Enforcement, Cyber Security, Offender Management and Regulatory Services talent markets.

Red Snapper Recruitment is a member of the Red Snapper Group.

The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates.

The Red Snapper Recruitment Group is an equal opportunities employer.