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- Tasks: Manage escalated customer complaints and prepare formal responses for regulatory bodies.
- Company: Join a dynamic regulatory compliance team in a hybrid work environment.
- Benefits: Competitive pay at £25.50 per hour with potential for contract extension.
- Why this job: Make a real impact by ensuring high standards of customer service and regulatory compliance.
- Qualifications: Strong written communication skills and experience in complaint handling or regulatory roles.
- Other info: Opportunity to thrive in an inclusive workplace that values diverse talents.
Job Title: Regulatory Compliance Officer Location: Hybrid – Castle Donington or Bristol (initially more office-based for training, then minimum 2 days/week – Monday is team anchor day) Contract Length: 6 months initially (potential for extension) Rate: £25.50 per hour PAYE About the Role A newly formed regulatory compliance team is seeking a proactive and detail-oriented Regulatory Compliance Officer to support the handling of escalated customer complaints. This role involves independently reviewing complex cases, preparing formal responses, and compiling case files for external regulatory bodies. The successful candidate will play a key role in ensuring the organisation meets its regulatory obligations while maintaining high standards of customer service and accountability. Key Responsibilities Manage complaints escalated to Stage 3 and Stage 4 of the formal complaints procedure. Gather and assess information from internal systems and colleagues to build a comprehensive timeline of events. Independently determine whether the organisation\’s position should be upheld or overruled and propose remedies where appropriate. Draft and issue Stage 3 letters to customers, either offering a resolution or placing the case in \”deadlock\”. Prepare structured case files for submission to external regulators, including timelines, evidence, and the organisation\’s final position. Maintain accurate records of escalated complaints, including outcomes and regulatory findings. Support the wider Regulatory Compliance Team with related duties as required. Skills & Experience Strong written communication skills, with the ability to produce clear, concise, and professional correspondence. Proven ability to interrogate qualitative information, assess complex scenarios, and make sound decisions. Experience in complaint handling, regulatory compliance, or customer resolution roles. Highly organised, with excellent attention to detail and the ability to manage multiple cases simultaneously. Comfortable working independently and taking ownership of outcomes. Background in a regulated industry (e.g., utilities, telecoms, financial services). Familiarity with regulatory frameworks such as the Electricity Act, licence conditions, or regulator guidance. Please note: Due to the high volume of applications, only shortlisted candidates will be contacted. If you do not hear from us within 48 hours, your application has not been successful on this occasion. However, we may retain your details for future suitable opportunities. Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone\’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you
Regulatory Compliance Officer employer: Pontoon
Contact Detail:
Pontoon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regulatory Compliance Officer
✨Tip Number 1
Network like a pro! Reach out to people in the regulatory compliance field on LinkedIn or at industry events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaint handling and regulatory frameworks. We recommend role-playing with a friend to boost your confidence!
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've handled complex cases or escalated complaints. We love hearing about real-life experiences!
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Regulatory Compliance Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in regulatory compliance and complaint handling. We want to see how your skills match the role, so don’t hold back on showcasing your relevant achievements!
Show Off Your Writing Skills: Since strong written communication is key for this role, ensure your application is clear, concise, and professional. We’re looking for someone who can draft formal responses effortlessly, so let your writing shine through!
Be Detail-Oriented: Pay attention to the details in your application. Just like in the role, we value accuracy and thoroughness. Double-check for any typos or errors before hitting send – it shows you care about quality!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out – get your application in today!
How to prepare for a job interview at Pontoon
✨Know Your Regulations
Familiarise yourself with relevant regulatory frameworks like the Electricity Act and any specific licence conditions. This will not only show your knowledge but also demonstrate your commitment to compliance, which is crucial for the role.
✨Master the Art of Communication
Since strong written communication skills are essential, practice drafting clear and concise responses. Consider preparing a few examples of how you've handled complex complaints in the past, as this will help you articulate your experience effectively during the interview.
✨Showcase Your Organisational Skills
Be ready to discuss how you manage multiple cases simultaneously. Bring examples of how you've maintained accurate records and timelines in previous roles, as this will highlight your attention to detail and organisational abilities.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle escalated complaints or make decisions on complex cases. Think through potential scenarios and your approach to resolving them, as this will demonstrate your problem-solving skills and ability to take ownership of outcomes.
