Customer Experience: Complaints & Compliance Specialist

Peoples Ford; Falkirk; On-site; GBP 32,000 - 35,000; Full time

Job summary

Peoples Limited in Falkirk is seeking a Customer Complaints and Compliance Specialist to own escalated customer issues, including Ombudsman and GDPR cases, and to perform root cause analysis across feedback channels. You will drive compliance and coach managers on handling complaints in line with regulations and company policies.

You will conduct audits, monitor regulatory changes, and collaborate with legal and regulatory partners to embed best practices that enhance the customer experience and

Qualifications

• Proficiency in all areas of Consumer Rights Legislation and GDPR compliance is a minimum requirement.
• Strong verbal and written communication, with the ability to explain complex information clearly and empathetically.
• Meticulous and organized approach to investigating complaints, handling policies, audits, and investigations.
• Ability to assess situations, identify issues, and develop effective solutions to proactively implement and embed.
• Strong ethical compass to ensure the company operates with integrity and in line with our business values.

Responsibilities

• Manage complaints: Handle, investigate, and aid in resolving escalated customer complaints including Ombudsman and GDPR Complaints ensuring effective, empathetic communication and problem-solving.
• Investigate and report: Investigate potential GDPR complaints and breaches and report findings to management, and relevant regulatory bodies. Maintain meticulous logs.
• Conduct audits and risk assessments: Perform regular audits and risk assessments to identify potential compliance gaps and weaknesses.
• Renew and implement policies: Monitor regulatory changes and feed updates into policies and procedures, ensuring compliance across all areas.
• Coaching & Training: Coach and train departmental managers on handling complaints in line with compliance regulations and policies.
• Liaise with stakeholders: Work with internal departments, legal teams and regulators to ensure understanding and compliance; act as liaison with managers on complaints.

Skills

Consumer Rights Legislation

GDPR compliance

Communication

Attention to detail

Analytical thinking

Integrity

Job description

Peoples Limited in Falkirk is seeking a Customer Complaints and Compliance Specialist to own escalated customer issues, including Ombudsman and GDPR cases, and to perform root cause analysis across feedback channels. You will drive compliance and coach managers on handling complaints in line with regulations and company policies.

You will conduct audits, monitor regulatory changes, and collaborate with legal and regulatory partners to embed best practices that enhance the customer experience and