Compliance Officer

CBSbutler; Newcastle upon Tyne; On-site; GBP 35,000 - 58,000; Full time

Job summary

CBSbutler is seeking a Compliance Officer/Team Leader to oversee a small team in the regulated financial services environment in the UK. You will lead a team of up to six colleagues, drive coaching, and ensure high standards of customer service and compliance.

The role requires strong communication, analytical ability to simplify complex issues, and meticulous reporting using MS Office. You will coordinate QA workloads, manage escalations, and foster collaboration across teams to deliver

Qualifications

• Proven track record in people management.
• Experience handling complaints and escalations.
• Experience in financial services or regulated environments desirable.
• Experience in contact centre is advantageous.
• Experience dealing with vulnerable customers also desirable.

Responsibilities

• Manage day-to-day team of up to 6 colleagues.
• Distribute QA workload to ensure colleague competence and effective complaint resolution.
• Lead, motivate and recognize colleagues through open communication.
• Monitor progress against business objectives.
• Coach regularly to improve performance and handle issues per framework.
• Build relationships between teams and departments.
• Communicate business expectations and drive process changes via meetings and huddles.
• Gather and action feedback from colleagues for continuous improvement.

Skills

People management

Coaching

Communication skills

Analytical thinking

Attention to detail

Customer focus

Tools

MS Office

Excel

PowerPoint

Job description

What we’re looking for in a Compliance Officer/Team Leader:

• A proven track record in people development and management.
• Customer oriented first and foremost, someone that is passionate and empathetic.
• Team player who has a genuine interest in helping others. Someone that will lead by example, be friendly and approachable, and demonstrate a “can do” attitude. Helping to develop a culture of working together.
• Someone that has excellent communication skills; especially being a good listener and able to understand customer and colleague needs.
• An analytical approach, able to simplify complex situations and then apply sound judgement to resolve problems.
• Conscientious and reliable individual who is self-motivated.
• Open and trustworthy, who clearly values diversity within a team, and can see the strengths in all individuals.
• And of course, a keen eye for detail and high levels of accuracy, solid administration, and IT skills with good knowledge of MS office, including excel and PowerPoint for reporting and presentations.

Responsibilities of Compliance Officer/Team Leader:

• Responsible for the day-to-day management of a team of up to 6 colleagues.
• Managing and distributing QA workload across the team to ensure ongoing colleague competence, ensuring that customer complaints are identified, captured and resolved effectively ensuring a fair and accurate outcome to our customers.
• Lead, motivate and recognize colleagues through open and honest communication.
• Monitor and review individual colleague and team progress against business objectives.
• Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department’s training and competency framework.
• Pro-actively build and maintain relationships between teams and departments.
• Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
• Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.

Some of the essential skills and experience that we require a candidate to have includes but not limited to:

• People Management including Coaching is essential.
• Experience of complaints and/or escalation management is key.
• Experience within Financial Services, or other regulated environment is highly desirable.
• Contact Centre experience would be extremely advantageous.
• Experience of dealing with vulnerable customers also highly desirable.