Head of Compliance (Contact Centre)

Job Title: Head of Compliance
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.

JDRCC
JDR is acting as an employment agency in relation to this vacancy.

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