Compliance Officer

About the Role

Bill Gosling Outsourcing is a global leader in outsourcing solutions, specializing in customer care, sales, and financial services. They are seeking a Compliance Officer to ensure the organization complies with government legislation within assigned geographic regions, identify and correct legal and reputational risks, and ensure employees follow internal policies. This role operates under UK/GMT hours.

Key Responsibilities

• Handle or delegate external contact center services complaints and disputes via website calls, voicemails, and emails.
• Handle legal complaints and Ombudsman complaints, consulting with UK Managing Director and Operations Manager.
• Manage and delegate communications to compliance and complaints team inboxes.
• Maintain the Complaints Database.
• Maintain compliance records and reports, including monthly, quarterly, and annual complaint reports.
• Perform trending and statistical analysis of complaint reports.
• Audit various aspects of the Company for compliance with regulatory and legislative requirements, including Consumer Duty, Data Privacy (employee and consumer), GDPR, and India DPDPA.
• Ensure BGO’s BMS processes are implemented and adhered to.
• Collaborate with clients and partners to review data-sharing practices, ensuring data minimisation and preventing oversharing of personal data.
• Participate in new client onboarding to confirm personal data sharing aligns with contractual agreements and regulatory standards.
• Work with the Compliance Manager on discussions with clients or third parties to clarify and align data-sharing practices, ensuring compliance with UK GDPR and India’s DPDPA.
• Conduct daily research and communicate changes/revisions to UK statutory, regulatory, and legislative requirements to applicable business units and senior management.
• Maintain all UK collection letters.
• Communicate holiday calling times/restrictions within the UK and adherence to Ofcom compliance to applicable business units, senior management, and the dialler team.
• Complete compliance audits across all UK operational and support teams to ensure adherence to regulators such as ICO, Ofcom, FCA, and Ofgem/Ofwat.
• Oversee India’s DPDP Act and ensure staff training and compliance.
• Assist in UK quarterly letter vendor audits.
• Assist in the creation/revision of customer communications and collections strategies and liaise with operational and systems teams for approval.
• 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 the Compliance Manager in creating monthly compliance decks.
• Support the 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.

Requirements & Tech Stack

• UK/GMT operational hours
• Consumer Duty
• Data Privacy (employee and consumer)
• GDPR
• India DPDPA
• BMS processes
• data minimisation
• UK GDPR
• India’s DPDPA
• Ofcom compliance
• ICO
• Ofcom
• FCA
• Ofgem/Ofwat
• India’s DPDP Act
• DSAR/RTE
• Data Protection 2018
• India Digital Personal Data Protection Act
• FCA reporting schedules

Qualifications

• Experience in handling external contact center services complaints and disputes.
• Experience handling legal complaints / Ombudsman complaints.
• Experience with compliance records and reporting.
• Experience in trending and statistical analysis of complaint reports.
• Experience in auditing for regulatory and legislative compliance.
• Experience collaborating with clients and partners on data-sharing practices.
• Experience participating in client onboarding processes.
• Experience working with data privacy laws.
• Experience researching and communicating legislative changes.
• Experience maintaining collection letters.
• Experience communicating regulatory restrictions.
• Experience with compliance audits across operational teams.
• Experience overseeing data protection acts.
• Experience assisting in vendor audits.
• Experience assisting in the creation/revision of customer communications and collections strategies.
• Experience assisting with consumer DSAR/RTE requests.
• Experience ensuring compliance with specific data protection regulations.
• Experience supporting compliance managers with reporting and data.