Job Purpose
Assist the Head of Compliance in:-
- ensuring compliance with all relevant legal, regulatory, client and other requirements to which the company subscribes and
- managing the ISO systems and relevant documents and records
- ensuring quality across the business is managed in line with legal, regulatory, client and other requirements
Responsibilities will include: -
- 1st line complaint management either direct or via client - corresponding with customers, notifying clients, completing all investigations with representatives and suppliers, notifying Operations of any trends, completing root cause analysis and maintaining accurate and up to date records.
- Managing responses to Subject Access Requests in line with SLA's and regulatory requirements and maintaining accurate and up to date records.
- Assisting with Client audits, completing call listening activities, scoring, and preparing feedback for operations. Attending levelling sessions with the client.
- Managing Body Worn video footage - Locating, labelling, uploading for client auditing purposes
- Auditing Body Worn video footage - viewing footage to ensure legal, regulatory and client requirements are met. Providing feedback to both clients and operations.
- Health and Safety - Assist with the management of all company Health and Safety reports completing additional investigation as required, client reporting and RIDDOR, as appropriate, maintaining accurate and up to date records, disseminating relevant information to stakeholders.
- Data Breaches - logging and ensuring close out of any breach with corrective actions.
- Letter Management - Updating current letter suites for clients, implementation of new client letters, version control and maintaining accurate and up to date records.
- Document reviews - support the processes in place to review, update and reissue management systems documents.
- Assist with developing records for additional compliance systems.
- Assist with new product research and implementation.
- Management of client sign off for new and existing training material, updates to systems, new processes etc. To include follow up and reporting to Operations.
- Ad hoc reporting to clients - data security monitoring, home working staffing levels.
- Assist with daily finance routines including but not limited to, daily cash processing, client remittances, monthly client invoicing and enquiries from operational team members.
- Management of notice of intended prosecutions ensuring responses are received in a timely manner.(ensuring Driving licences are up to date)
- Managing office supplies, stationery and other supplies
- Post opening, scanning and distribution
- To comply with the company's Quality Policy by following all QMS procedures and related work instructions.
- To co-operate in the operation of the company's health, safety and environmental management systems.
- Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely.
- To comply with all legal, regulatory and statutory requirements.
Accountability
The post holder will report to the Head of Compliance on a day-to-day basis.
Skills and Attributes required
Capability to plan, prioritise and manage own workload
Ability to focus on detail and analyse data for reporting purposes
Good organisational and planning skills
Ability to communicate confidently and effectively
Professional and approachable manner at all times
Flexibility in approach to all work activity
Highly-organised, methodical approach to work - completer/finisher task orientation.
Knowledge and Experience
Knowledge of utility industry and relevant legislation
Excellent letter writing skills
Excellent telephone skills
Computer literate (Word, Excel and Outlook is essential)