Job Description:

Compliance & Complaints Officer

Location: Chelmsford
Salary: £40,000 – £45,000 depending on experience + annual performance-related bonus
Working Hours: 32 hours over 4 days per week

WE Talent are currently recruiting for a Compliance & Complaints Officer to join an established and forward-thinking financial services business based in Chelmsford.

This is a great opportunity for someone with experience in compliance, complaints, risk, conduct or customer outcomes within UK financial services, who is looking for a long-term career opportunity with a business that values development and progression.

You will play an important role in supporting the compliance framework, managing customer complaints and ensuring customers receive fair and positive outcomes. The role covers a broad range of complaints, compliance monitoring, Consumer Duty, regulatory administration and customer outcomes.

The Role

Key responsibilities will include:

• Managing customer complaints from receipt through to resolution, ensuring they are handled fairly and within regulatory timescales.
• Investigating complaints and preparing clear, balanced and customer-focused responses.
• Identifying trends, root causes and potential systemic issues and helping the business learn from customer feedback.
• Supporting compliance monitoring, file reviews and assurance activity.
• Supporting Consumer Duty and customer outcome activity.
• Preparing and maintaining complaints, compliance and regulatory management information.
• Supporting regulatory administration, governance activity and Financial Ombudsman Service matters where required.
• Escalating significant, complex or potentially systemic issues appropriately.
• Working with colleagues across the business to support good customer outcomes and identify opportunities for improvement.

About You

We're looking for a dynamic, proactive and forward-thinking individual who is keen to build a long-term career within financial services compliance.

You'll ideally have:

• Experience in compliance, complaints, risk, conduct or customer outcomes within UK financial services.
• Practical experience of handling, investigating or overseeing customer complaints.
• A good understanding of FCA requirements and customer outcomes.
• Strong analytical skills, with the ability to investigate issues and reach evidence-based conclusions.
• Excellent written and verbal communication skills.
• Strong organisation and attention to detail.
• The ability to manage competing priorities and work to regulatory deadlines.
• A proactive approach and confidence to provide constructive challenge where appropriate.
• A genuine interest in developing your compliance and regulatory knowledge.

Experience within general insurance, pensions, investments, banking, financial advice or other regulated financial services backgrounds is essential.

A relevant insurance, compliance or financial services qualification would be advantageous but is not essential where relevant experience can be demonstrated.

What's on Offer?

• 4-day working week – 32 hours
• £40,000 – £45,000 salary
• Annual performance-related bonus
• 23 days' holiday + Bank Holidays
• Double employer pension contribution
• Private healthcare
• Enhanced maternity and paternity pay
• Career development and progression opportunities
• Staff summer and Christmas events
• Supportive and collaborative working environment
• Genuine long-term career prospects

If you're looking for a role where you can develop your career, take ownership and make a genuine contribution within financial services, we'd love to hear from you.

WE Talent acts as an employment agency for permanent recruitment.

We are committed to creating inclusive recruitment processes and welcome applications from people of all backgrounds.