My client provides Funeral Services. We are looking for a Compliance Administrator to support the Compliance Manager by monitoring sales and other designated customer telephone interactions. This is a 12 week Maternity Cover. This will involve listening to and evaluation calls, rating the agent’s performance and delivering feedback to both individuals and managers. Where performance weaknesses are identified improvement recommendations will be made which may then involve delivering training updates to team members. Thematic reviews and further investigation into trends will be undertaken and then followed up by an actional report and feedback. Additionally, support compliance management in investigating and resolving customer complaints in a timely and efficient manner, liaising with customers and updating documentation. Key Responsibilities To assist the Compliance Manager in daily tasks, including, but not exclusive to: Call Monitoring Feedback of call reviews Identifying areas of improvement for call centre staff and scripts Deliver training updates on changes in processes or regulatory updates Keep compliance spreadsheets and the CRM up to date Refer major compliance breaches to Compliance managers Support the Compliance team with managing customer complaints Key Competencies Strong attention to detail Good communication skills Client focus Self-management Team working Achievement focus Adaptability Problem solving Integrity, sensitivity and commitment Person Specification An individual who has the knowledge and experience (minimum 3 years) in a similar role Similar dealings within an FCA regulated firm Key attention to detail The ability to work well as an individual and as part of a team Please send your CV in the first instance to Darren Curley