We are seeking an experienced and motivated Compliance Team Leader to oversee our Compliance Officers and support the effective management of quality assurance and performance monitoring activities. This is a key role responsible for ensuring compliance standards are consistently achieved across customer interactions, including calls, live chats, and emails.
The successful candidate will play a pivotal role in driving performance, delivering coaching and training, analysing quality and compliance data, and supporting the continuous improvement of processes and regulatory standards.
Key Responsibilities:
- Lead, supervise, and support a team of Compliance Officers, ensuring quality assurance and compliance standards are consistently met.
- Review incoming and outgoing customer interactions, including calls, emails, and live chats, to assess quality and regulatory compliance.
- Provide clear, constructive, and actionable feedback to both agents and Compliance Officers to improve performance and service delivery.
- Conduct regular one-to-one meetings, coaching sessions, and performance reviews with team members.
- Analyse individual and team performance data, producing reports that identify trends, successes, risks, and development opportunities.
- Develop, implement, and maintain effective compliance monitoring and quality assurance programmes.
- Identify training needs and deliver coaching and development initiatives to improve compliance knowledge and operational performance.
- Deliver compliance and quality assurance training to new starters and existing employees as required.
- Ensure all monitoring activities are completed accurately, consistently, and within agreed service levels.
- Support the ongoing review and enhancement of compliance frameworks, processes, and procedures to improve operational effectiveness and customer outcomes.
- Work collaboratively with operational teams to promote a culture of quality, compliance, and continuous improvement.
Skills & Experience:
- Previous experience in a compliance, quality assurance, or team leadership role.
- Strong understanding of quality monitoring, regulatory compliance, and performance management.
- Excellent coaching, mentoring, and feedback delivery skills.
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent communication and interpersonal skills.
- Ability to manage priorities, meet deadlines, and work effectively in a fast-paced environment.
- Proficient in Microsoft Office applications and reporting tools.
What We're Looking For:
The ideal candidate will be a proactive leader with a passion for quality, compliance, and people development. You will be confident in challenging performance where necessary, while providing the support and guidance needed to help individuals and teams succeed.
Shift:
Monday to Friday: 08:00am – 16:00pm or 09:00am - 17.00pm or 10:00am – 18:00pm
Saturdays: If needed.
Sundays: If needed.
Any weekend work will result in them working reduced hours the following week to ensure they do not work more than 37.5 hours weekly.
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Pay: £29,330.00 per year
Benefits:
- Company pension
- On-site gym
- On-site parking
- Store discount
Work Location: In person
