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- Tasks: Lead compliance activities and ensure regulatory obligations are met in a dynamic contact centre environment.
- Company: Join a forward-thinking organisation committed to excellence in compliance and customer service.
- Benefits: Enjoy a competitive salary, career growth opportunities, and a supportive work culture.
- Why this job: Make a real impact by shaping compliance strategies and fostering a strong culture of integrity.
- Qualifications: Must have senior compliance experience in FCA-regulated environments and strong leadership skills.
- Other info: This is a full-time, permanent role based in Manchester or Preston.
The predicted salary is between 42000 - 84000 £ per year.
Location: Manchester OR Preston
Salary: £70,000 per annum
Reports to: HR Director
Type: Full-Time, Permanent
About the Role: We are seeking a highly experienced and proactive Head of Compliance to lead and manage all compliance activities across our organisation. The ideal candidate will have a strong background in FCA-regulated environments, experience engaging with Ofcom, and a solid understanding of contact centre operations. This is a senior leadership role responsible for developing, implementing, and maintaining compliance frameworks that meet all regulatory obligations while supporting the company's strategic objectives.
Key Responsibilities:
- Lead the Compliance function, ensuring the organisation meets its regulatory obligations under the FCA, Ofcom, and any other applicable bodies.
- Develop and maintain effective policies, procedures, and controls to ensure ongoing regulatory compliance.
- Act as the primary point of contact with the FCA, Ofcom, and other regulatory authorities.
- Provide strategic compliance advice to senior leadership and key stakeholders.
- Monitor regulatory developments and proactively assess their impact on the business.
- Deliver regular training and awareness programmes across the business to embed a strong compliance culture.
- Manage and oversee compliance audits, internal risk assessments, and investigations.
- Lead responses to regulatory inquiries, data requests, and potential enforcement actions.
- Work closely with the Operations team to ensure that contact centre activities are compliant with all relevant standards, including consumer protection, data privacy (GDPR), and call monitoring requirements.
- Oversee the compliance monitoring plan and manage the ongoing improvement of internal controls.
- Support product and service development to ensure compliant go-to-market strategies.
- Report regularly to the Board on compliance risks, actions, and performance.
Key Requirements:
- Proven experience in a senior compliance role within a FCA-regulated organisation.
- Experience dealing directly with Ofcom and a strong understanding of its regulations.
- Strong background in or close involvement with contact centre operations.
- In-depth knowledge of relevant regulatory frameworks, including FCA Handbook, PRIN, SYSC, CONC, and GDPR.
- Experience managing compliance in a fast-paced, customer-facing environment.
- Strong leadership skills with experience managing teams and influencing senior stakeholders.
- Exceptional communication and analytical skills.
- Relevant compliance qualifications (e.g. ICA Diploma, CISI) are highly desirable.
Desirable:
- Legal or financial services background.
- Experience with whistleblowing frameworks and complaints handling.
- Knowledge of telecoms regulations and consumer rights in regulated sectors.
Head of Compliance (Contact Centre) employer: JDR Recruitment Limited
Contact Detail:
JDR Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Compliance (Contact Centre)
✨Tip Number 1
Familiarise yourself with the FCA and Ofcom regulations. Understanding these frameworks will not only help you in interviews but also demonstrate your proactive approach to compliance, which is crucial for this role.
✨Tip Number 2
Network with professionals in the compliance field, especially those who have experience in FCA-regulated environments. Engaging with industry peers can provide insights and potentially lead to referrals that could strengthen your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented compliance frameworks in previous roles. Highlighting your hands-on experience will showcase your capability to lead the compliance function effectively.
✨Tip Number 4
Stay updated on the latest regulatory developments and trends in the contact centre industry. Being knowledgeable about current issues will allow you to speak confidently about how they may impact the organisation during your interview.
We think you need these skills to ace Head of Compliance (Contact Centre)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in FCA-regulated environments and your familiarity with Ofcom regulations. Use specific examples from your past roles that demonstrate your compliance expertise and leadership skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for compliance and how your background aligns with the responsibilities of the Head of Compliance role. Mention your strategic approach to compliance and any relevant achievements that showcase your ability to lead compliance initiatives.
Highlight Relevant Qualifications: If you have any compliance qualifications such as the ICA Diploma or CISI, be sure to mention these prominently in your application. This will help demonstrate your commitment to the field and your readiness for a senior role.
Showcase Leadership Experience: Since this is a senior leadership position, emphasise your experience managing teams and influencing stakeholders. Provide examples of how you've successfully led compliance functions and fostered a strong compliance culture in previous roles.
How to prepare for a job interview at JDR Recruitment Limited
✨Showcase Your Regulatory Knowledge
Make sure to highlight your understanding of FCA regulations and Ofcom requirements during the interview. Prepare specific examples of how you've navigated compliance challenges in previous roles, as this will demonstrate your expertise and readiness for the position.
✨Demonstrate Leadership Experience
As a senior role, it's crucial to convey your leadership skills. Be ready to discuss your experience in managing teams and influencing stakeholders. Share instances where you successfully led compliance initiatives or training programmes that fostered a strong compliance culture.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities in compliance situations. Think about potential regulatory inquiries or compliance audits you might face and how you would handle them. This will show your proactive approach and strategic thinking.
✨Align with Company Objectives
Research the company's strategic objectives and be prepared to discuss how your compliance strategies can support these goals. This alignment will demonstrate your understanding of the business and your ability to integrate compliance into broader organisational aims.
