Sales Growth & Compliance Officer

Peninsula Business Services Limited; Manchester; On-site; GBP 30,000 - 42,000; Full time

Job summary

Peninsula Business Services Limited in Manchester is seeking a Sales Growth and Compliance Officer to join the Risk and Compliance team. You will assess sales and customer service activity against procedures, quality standards and FCA requirements, reviewing calls and processes to identify issues and trends, and providing constructive feedback for improvements.

The role focuses on maintaining and evolving quality assurance and compliance monitoring, with collaboration across senior management to

Qualifications

• Experience in regulated environments such as financial services or sales quality assurance.
• Ability to assess calls, customer interactions and processes against defined standards.
• Excellent planning, organisational and time-management skills with attention to detail.

Responsibilities

• Review end-to-end sales processes for FCA/compliance adherence.
• Complete quality assessments of sales/BDM activity against criteria.
• Regularly assess calls and customer interactions, providing objective feedback.
• Identify, record and escalate quality, conduct and compliance concerns.
• Maintain accurate records and report findings, trends and risks.
• Collaborate with teams to implement approved improvement actions.
• Contribute to development of QA processes, templates and controls.
• Support coaching and training by sharing findings and needs.

Skills

Regulatory compliance

Quality assurance

Call assessment

Process improvement

Job description

Job Purpose

An exciting opportunity has arisen to join the business as a Sales Growth and Compliance Officer.

We are looking for a motivated and detail-focused individual to join our developing sales growth and Compliance Team. Reporting to the Head of Risk and Compliance and working closely with senior managers, the successful candidate will assess sales and customer service activity against company procedures, quality standards and applicable regulatory requirements.

The role will involve reviewing calls, processes and customer interactions; identifying quality, conduct and compliance issues; recording and reporting findings; and highlighting recurring themes and trends. The successful candidate will also provide constructive feedback, support improvement activity and contribute to the ongoing development of the organisation's quality assurance and compliance monitoring processes.

Previous experience of working in a regulated environment is not essential however an understanding of the Financial Conduct Authority's regulatory framework would be desirable.

Key Responsibilities

• Review the end-to-end sales process to assess whether activity is completed in accordance with company procedures, values and applicable regulatory requirements, including Financial Conduct Authority (FCA) standards.
• Complete quality assessments of Business Development Managers against agreed sales, service, quality and compliance criteria.
• Undertake regular assessments of sales and customer service calls, providing accurate and objective feedback.
• Identify, record and escalation quality, conduct and compliance concerns in line with company procedures.
• Maintain accurate assessment records and provide clear reports on findings, trends, risks and areas for improvement.
• Work collaboratively with operational and management teams to support the implementation of agreed improvement actions.
• Contribute to the development and continuous improvement of quality assurance processes, assessment templates and control measures.
• Support the delivery of coaching, guidance and training by sharing quality findings and identifying development needs.
• Keep up to date with relevant company policies, regulatory expectations and changes affecting the sales and customer service environment.

What you Bring to the Team

• Experience of working in a regulated environment, preferably within sales, financial services, customer service or a quality assurance function.
• Experience of assessing calls, customer interactions, sales activity or business processes against defined quality and compliance standards.
• Excellent planning, organisational and time-management skills, with a strong attention to detail.
• The ability to review complex processes, identify control weaknesses and make practical recommendations for improvement.
• Strong written and verbal communication skills, with the ability to provide clear, constructive and balanced feedback.
• A high level of integrity, objectivity and accountability when making assessment decisions.
• The confidence to challenge appropriately and escalation concerns where required.
• The ability to identify themes and trends in assessment results and communicate findings effectively to relevant stakeholders.
• A collaborative approach, with the ability to build positive working relationships across different teams.
• A commitment to continuous learning and personal development, including keeping up to date with relevant regulatory and business requirements.