Compliance Officer

What You'll Do

• This role will follow UK/ GMT operational hours.
• 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
• Why Join Us?
• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.
• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• 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.
• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
• Rewarding Work: Help businesses grow while making a real difference in people’s lives!
• Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!
• Twitter & Instagram: bgocareers
• Facebook: Bill Gosling Outsourcing
• LinkedIn: Bill Gosling Outsourcing
• Website – https://www.billgosling.com/careers
• By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s privacy policy here- https://www.billgosling.com/privacy-policy and consent to the collection, use, and storage of personal information in accordance with the policy.
• At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.
• Bill Gosling Outsourcing – Where your career thrives!