Role: Complaints and Compliance Officer (Glasgow)

Complaints and Compliance Officer


Company: The Zinc Group Limited

Job Title: Complaints and Compliance Officer

Location: Glasgow City Centre

Full/Part Time: Full Time

Salary: Dependent upon experience

Holiday Entitlement: 26 days + 4 bank holidays


Who we are


The Zinc Group are an award winning financial services company. We are currently recruiting a Complaints and Compliance Officer to join our ever-expanding operation.


The role


Reporting to the Head of Compliance, the main role and responsibilities of our Complaints and Compliance Officer includes:


  • Undertaking compliance monitoring to include Financial Conduct Authority (FCA), General Data Protection Act (GDPA) and Office of Communication (OFCOM) along with any other regulatory matters as they arise;
  • Escalating any serious concerns to the Department Head, maintaining in-depth knowledge of regulatory standards taking into account changes in regulation and legislation;
  • Identifying any areas of operational risk/compliance failure within the business, working with management to develop action plans to rectify these failures;
  • Conducting thematic reviews of business activity to provide assurance to divisional areas that activity remains compliant and fit for purpose;
  • Engaging proactively with business managers to influence timely and effective remedial action in response to the outcome of compliance monitoring activity;
  • Producing and maintaining effective management information both internally and externally, in particular, monthly quality performance metrics and Treating Customers Fairly (TCF) dashboards;
  • Supporting the Department Head in contributing to the continuous improvement and development of the compliance monitoring function;
  • Answering compliance monitoring queries from across the company;
  • Encouraging a positive compliant culture within the business through effective communication with business managers;
  • Keeping up to date with relevant regulatory changes, along with internal business developments to ensure that all compliance monitoring activities remain valid;
  • Provide assistance to other colleagues within the department as and when required;
  • Complaints handling to ensure customers are treated in a fair and consistent manner, taking ownership of individual cases and resolve satisfactorily and in accordance with the legal and regulatory requirements;
  • Ensuring all complaints are thoroughly and impartially investigated, ensuring that they are resolved with an excellent customer experience and a fair outcome for the customer is achieved;
  • Regular updating of the complaints database;
  • Making recommendations on how to improve the customer experience to the management team;
  • Ensuring that complaint reports are delivered to clients within the correct timeframes;
  • Identifying any emerging trends and escalating these appropriately.


What we can offer you


In return our company can offer you the opportunity to work in a fast-paced and supportive environment with comprehensive and ongoing training. We offer the opportunity for progression and a career path to applicants who are enthusiastic with a positive attitude. In addition to your salary we also offer a refer a friend scheme (earn £250 for each person you refer), fantastic development opportunities and a holiday entitlement of 26 days, plus 4 bank holidays.


How to apply


If you are interested in the role please send your up to date CV to