- Handle or delegate all external contact center services complaints and disputes (including website calls, voice mails and emails) in accordance with established Company complaint handling processes
- Handle all legal complaints / Ombudsman complaints in conjunction with the Team Leader, Compliance Manager and Compliance Director ensuring the UK Managing Director and Operations Manager is consulted and informed at all stages.
- Manage and delegate all communications into the compliance and complaints team inboxes
- Responsible for the overall maintenance of the Complaints Database.
- Responsible for the overall maintenance of compliance records and reports (including but not limited to, the creation of the monthly, quarterly, and annual complaint reports)
- Trending and statistical analysis of complaint reports
- Auditing of various aspects of the Company to ensure compliance with regulatory & legislative requirements such as Consumer Duty, Data Privacy (employee and consumer), GDPR, India DPDPA etc and client requirements ensuring BGO s BMS processes are implemented and adhered to within all areas of the Company
- Collaborate with clients and other partners to review data-sharing practices, ensuring compliance with data minimisation principles and preventing the oversharing of personal data.
- Participate in the on boarding process for new clients, confirming that personal data shared aligns strictly with contractual agreements and meets regulatory standards.
- Work with Compliance Manager and participate in discussions with clients or third parties to clarify and align data-sharing practices, ensuring compliance with privacy laws like UK GDPR and India s DPDPA.
- Daily research and communication to applicable business units (and senior management) involving any changes/revisions to all UK statutory, regulatory, and legislative requirements
- Maintenance of all UK collection letters.
- Communicate (when necessary) to all applicable business units, senior management, and the dialler team regarding holiday calling times/restrictions within UK and adherence to Ofcom compliance.
- Responsible for completion of compliance audits across all UK operational and support teams to ensure adherence to relevant regulators such as ICO, Ofcom, FCA and Ofgem/Ofwat.
- Responsible for oversight of India s DPDP Act and ensuring all staff are trained and compliant with legislative standards for customer and employee data.
- Responsible for assisting in UK quarterly letter vendor audits.
- Assist in the creation/revision of all customer communications and collections strategies when required and liaise with Operational and systems team as part of approval process.
- Assist in consumer DSAR/RTE requests.
- Ensure compliance with UK GDPR and Data Protection 2018
- Ensure compliance with India Digital Personal Data Protection Act
- Support Compliance Manager in creation of monthly compliance decks
- Support Compliance Manager by pulling data figures for FCA reporting schedules
- Champion company core values and other company programs
- Champion Consumer Duty within all UK campaigns
Reports to: Compliance Manager
What we're Looking For:
Education
- High School Diploma or Equivalent
- College Diploma or University Degree
Experience
- Previous administrative or compliance experience would be an asset
Certificates, Licenses, & Registration:
There are no personal certification, licensing, or registration requirements for this job at this time.
Why Join Us
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Growth Opportunities : We believe in promoting from within and providing opportunities for career advancement.
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Comprehensive Training : We offer extensive paid training to ensure you're equipped for success.
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Team-Oriented Culture : Work in a collaborative, supportive environment with peers who are passionate about what they do.
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Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
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Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you'll build strong connections.
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State-of-the-Art Offices: Work in our modern, we'll-equipped offices designed to enhance collaboration and productivity.
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Rewarding Work: Help businesses grow while making a real difference in people s lives!
