This is a {Advertised Permanent / Temporary} , Full Time vacancy.
The role
Role: Compliance Officer
First Locate is one of the UK’s leading outsourced debt resolution and customer account management providers, supporting major organisations across utilities, retail, government, and financial services. With a strong focus on customer outcomes, vulnerability, and regulatory excellence, the Compliance Officer will support the Compliance Manager in ensuring the business operates in line with FCA requirements, Consumer Duty expectations, and industry best practice.
The role will assist in maintaining a robust compliance framework through monitoring, assurance activities, regulatory oversight, and the promotion of positive customer outcomes. Working closely with operational teams, the Compliance Officer will help identify regulatory risks, support continuous improvement initiatives, and contribute to First Locate’s commitment to fair customer treatment.
Regulatory Compliance
- Support the Compliance Manager in ensuring ongoing compliance with FCA regulations, Consumer Credit requirements, Consumer Duty obligations, and applicable industry standards.
- Monitor regulatory updates and assist in assessing their impact on business operations, policies, procedures, and customer journeys.
- Provide guidance to operational teams on compliance requirements and internal policies.
- Support the preparation of regulatory reports, submissions, and responses to client or regulatory enquiries as required.
- Assist in maintaining regulatory documentation and compliance records.
Compliance Monitoring & Assurance
- Conduct compliance monitoring activities in line with the Compliance Monitoring Programme.
- Review customer interactions, including calls, correspondence, and digital communications, to assess adherence to regulatory requirements and internal standards.
- Support thematic reviews focusing on areas such as vulnerability, customer treatment, affordability considerations, financial difficulty, and complaints handling.
- Identify, investigate, and document compliance breaches, escalating concerns to the Compliance Manager where appropriate.
- Track corrective actions and support the implementation of remediation plans.
- Support First Locate’s commitment to delivering fair customer outcomes and treating customers with empathy and respect.
- Assist in monitoring customer outcomes across debt resolution activities to identify trends, risks, and opportunities for improvement.
- Review vulnerable customer processes and customer journeys to ensure they remain aligned with regulatory expectations and best practice.
- Contribute to vulnerability reporting and customer outcome analysis.
- Assist in the review and maintenance of compliance policies, procedures, and control frameworks.
- Support the production of compliance management information (MI), reports, and dashboards for governance forums and leadership teams.
- Maintain accurate compliance records, logs, and registers.
- Support internal audits, client audits, and compliance reviews by gathering evidence and coordinating responses.
- Assist in identifying and assessing compliance and conduct risks across the business.
- Support the maintenance of compliance risk registers and action trackers.
- Investigate complaints, incidents, and control weaknesses to determine root causes and recommend improvements.
- Monitor the completion of compliance-related actions and ensure timely follow‑up.
Training & Culture
- Support the delivery of compliance training and awareness activities across the business.
- Promote awareness of Consumer Duty, vulnerable customer requirements, and regulatory obligations among colleagues.
- Assist with the development and distribution of compliance communications, guidance notes, and awareness materials.
- Champion a culture of integrity, accountability, and customer‑focused decision‑making.
What we need from you?
Skills & Experience
- Experience within a Compliance Officer, Compliance Analyst, Risk & Compliance, Quality Assurance, Conduct Risk, or similar compliance‑related role.
- Knowledge of FCA regulations, Consumer Credit legislation, and Consumer Credit Sourcebook (CONC) requirements.
- Experience within collections, debt resolution, financial services, customer contact, outsourcing, or regulated environments is desirable.
- Understanding of Consumer Duty principles and fair customer outcomes.
- Experience conducting monitoring, auditing, quality assurance, or compliance reviews.
- Strong analytical and investigative skills with excellent attention to detail.
- Good written and verbal communication skills with the ability to produce clear reports and documentation.
- Ability to build effective working relationships across operational and support functions.
- Proficient in Microsoft Office applications, particularly Excel and reporting tools.
Qualifications
- GCSEs (or equivalent) in English and Mathematics essential.
- Commitment to ongoing professional development within compliance and regulatory disciplines.
The Benefits
- Flexible working & family leave
- Simply Health Rewards Package
- Annual Bonus Scheme
- Loyalty reward for Length of service
About Us
At First Locate, an Investors in People Gold accredited organisation, we’re all about treating people fairly, communicating clearly, and doing the right thing.
First Locate are one of the UK’s largest outsource resources for debt resolution and payment processing. We have been a leading Debt Management business for over two decades. Our First Locate Family is made up of approx. 250 people from North and West Yorkshire who provide excellent customer service to all our clients and extended customers. Our Mission is simple: ‘Helping our clients efficiently manage their customers by providing high quality investigative and debt recovery specialists who deliver innovative and market‑leading services’.
