Operations Compliance Officer

BCA; United Kingdom; Hybrid; GBP 28,000; Full time

Job summary

A leading logistics services provider in the United Kingdom is seeking a Compliance Officer to manage customer complaints and ensure compliance with company policies. The role involves working closely with cross-functional teams and requires attention to detail. Ideal candidates will have experience in customer service and an understanding of GDPR regulations. The position offers a hybrid working model based in Birmingham Business Park.

Qualifications

• Experience in handling customer complaints effectively.
• Ability to investigate and report on complex issues.
• Familiarity with GDPR-related matters and data handling.

Responsibilities

• Manage customer complaints and ensure resolutions meet SLAs.
• Investigate potential driver fraud and gather evidence.
• Handle Data Subject Access Requests and GDPR inquiries.

Skills

Collaboration

Attention to detail

Conflict resolution

Job description

About The Role

Compliance Officer
Birmingham Business Park - Solihull (close to the NEC).
Hybrid working - Mon- Fri

Salary - £27,573

About BCA Logistics:

BCA Logistics is the UK's number one provider of vehicle logistics services for the automotive sector. Operating a nationwide, fully employed driver fleet and a network of vehicle compounds, we collect and deliver over a million vehicles every year on behalf of major fleet operators, rental companies, and OEMs. We're part of the BCA Marketplace Group, so working here offers the stability and growth of a larger organisation, while still retaining a family-feel culture where people matter.

Purpose of the Role

As Compliance Officer, you will be responsible for receiving, investigating, and responding to customer complaints, while delivering excellent customer service and upholding BCA's values and behaviours. You will also support the wider business by ensuring that drivers are following expected processes and take appropriate action when standards are not met.

Key Responsibilities

• Manage customer complaints, ensuring SLAs are met, tickets are raised correctly, and daily checks are completed against responses.
• Work closely with the Finance Admin team to investigate potential driver fraud, gather evidence, and take appropriate action.
• Identify and challenge misuse of company fuel cards (e.g. out-of-hours use or excessive fuelling).
• Address incidents of unacceptable driver behaviour or language.
• Investigate unauthorised vehicle use (e.g. excessive mileage) and take appropriate steps.
• Review and adjust driver bans depending on the nature and severity of complaints.
• Investigate missing vehicles, arrange collection, and communicate outcomes accordingly.
• Report stolen vehicles to the police and handle any related enquiries.
• Conduct spot checks to ensure correct documentation is in place for newly recruited contractors.
• Coordinate the release and collection of vehicles from police compounds.
• Handle Data Subject Access Requests (DSARs) and GDPR-related matters.
• Escalate unclear or non-compliant DBS checks to the Operations Management Team.
• Liaise with other departments to address and resolve operational issues.

Working Relationships

• Operations Coordinators, Driver Training, Finance, and Data teams
• Commercial team

Knowledge and Experience

• Ability to work collaboratively with cross-functional teams
• High attention to detail
• Confidence in addressing and challenging unacceptable behaviours