380 Governance Analyst jobs in the United Kingdom

Data Governance Analyst - NonVolume

Basingstoke, South East The Automobile Association

Posted 9 days ago

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Job Description

Company description

Location: Basingstoke (hybrid working 3 office days per week)

Employment Type: Permanent, full time

Additional Benefits: Annual Bonus

Think the AA is just about roadside assistance? Think again.

For over a century, we've been evolving and adapting. Today, as the nation's leading motoring organisation, we offer a wide range of products and services to millions of customers. From roadside assistance to home and motor insurance, and the latest driving technologies, we have it all. As we continue to expand, diversify, and modernise, joining us as a Data Governance Analyst means you'll play a crucial role in our success and be part of this exciting motoring journey.

Our Chief Operating Office (COO) are the backbone of The AA, providing both stability and structure to support growth and innovation. We are the drivers of change.

#LI-Hybrid

This is the job

Are you ready to help shape the future of data governance in a dynamic, forward-thinking organisation?

As a Data Governance Analyst , you’ll play a pivotal role in embedding and evolving our Data Governance Framework across strategic data systems. This is a unique opportunity to join a growing team at a formative stage, where your ideas and expertise will directly influence how we manage, protect, and leverage our data assets.

Working closely with stakeholders across Data, IT, and the wider business, you’ll ensure our data is well-classified, accurately documented, and fully compliant with GDPR. You’ll also support initiatives around data quality, lineage, and stewardship, helping us build a trusted, transparent data environment. If you’re passionate about data and thrive in collaborative, fast-paced settings, we’d love to hear from you.

What will I be doing?
  • Collaborate with stakeholders across Data, IT, and the business to ensure data is accurately classified, documented, and compliant with GDPR.
  • Maintain and enhance the Business Glossary within Microsoft Purview, making it a trusted resource for data understanding.
  • Support the implementation of data quality rules, profiling, and lineage to improve transparency and trust in data assets.
  • Drive continuous improvement of the Data Governance Framework, identifying opportunities to strengthen governance practices.
  • Act as 1st Line Risk Coordinator, ensuring timely updates to the Risk Portal and supporting risk-related activities within the enterprise framework.
  • Communicate complex data concepts clearly and effectively to both technical and non-technical audiences, fostering data fluency across the organisation.
What do I need?
  • Experience within a data governance role, ideally within a multi-product or regulated environment.
  • Strong understanding of data governance principles, including data classification, lineage, profiling, and quality.
  • Hands-on experience with tools such as Microsoft Purview, Databricks Unity Catalog, or similar platforms.
  • Proven ability to communicate complex data concepts clearly to both technical and non-technical audiences.
  • Demonstrated success in building effective relationships with stakeholders at all levels.
  • Analytical mindset with strong problem-solving skills and a proactive approach to continuous improvement.
Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

  • 25 days annual leave plus bank holidays + holiday buying scheme
  • Worksave pension scheme with up to 7% employer contribution
  • Free AA breakdown membership from Day 1 plus 50% discount for family and friends
  • Discounts on AA products including car and home insurance
  • Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
  • Company funded life assurance
  • Diverse learning and development opportunities to support you to progress in your career
  • Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

#LI-HH

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Senior Data Governance Analyst

RG1 1DT Reading, South East £60000 Annually WhatJobs

Posted 3 days ago

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full-time
Our client, a forward-thinking organisation committed to data excellence, is seeking a highly experienced Senior Data Governance Analyst to join their fully remote team. This critical role will be responsible for establishing and maintaining robust data governance policies, standards, and procedures across the organisation. You will play a key part in ensuring data quality, integrity, security, and compliance, enabling data-driven decision-making. This is a remote-first position, requiring strong self-discipline, excellent communication, and a proactive approach to collaboration.

Responsibilities:
  • Develop, implement, and enforce data governance policies, standards, and procedures.
  • Establish and manage a data stewardship framework, identifying and empowering data stewards across business units.
  • Define and maintain the organisation's data glossary, data catalog, and data lineage documentation.
  • Monitor data quality metrics and implement data quality improvement initiatives.
  • Collaborate with IT, legal, compliance, and business units to ensure alignment with regulatory requirements (e.g., GDPR, CCPA).
  • Conduct data governance training and awareness programs for employees.
  • Assess and manage data risks, developing mitigation strategies.
  • Oversee the implementation and maintenance of data governance tools and technologies.
  • Facilitate data governance committee meetings and working groups.
  • Champion data governance best practices and promote a data-aware culture throughout the organisation.
  • Perform data audits and assessments to ensure adherence to policies.
  • Stay updated on industry trends and regulatory changes impacting data governance.

Qualifications:
  • Bachelor's or Master's degree in Information Management, Computer Science, Data Science, Business Administration, or a related field.
  • Minimum of 6 years of progressive experience in data governance, data management, or data quality roles.
  • Proven experience in developing and implementing data governance frameworks and policies.
  • In-depth knowledge of data governance principles, data stewardship, metadata management, and data quality management.
  • Familiarity with data privacy regulations such as GDPR and other relevant compliance frameworks.
  • Experience with data governance tools (e.g., Collibra, Alation, Informatica Axon).
  • Strong analytical, problem-solving, and critical thinking skills.
  • Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
  • Demonstrated ability to work independently and collaboratively in a remote team environment.
  • Experience in change management and driving organisational adoption of data governance initiatives.
This role is based in Reading, Berkshire, UK , however, it is a fully remote position, offering flexibility and the ability to work from anywhere within the UK. If you are a dedicated data governance professional passionate about building robust data foundations, we encourage you to apply.
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Remote Data Governance Analyst

EH1 1AA Edinburgh, Scotland £48000 Annually WhatJobs

Posted 7 days ago

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Job Description

full-time
Our client is seeking a highly meticulous and experienced Remote Data Governance Analyst to establish and maintain robust data governance frameworks. This fully remote position will play a critical role in ensuring data quality, integrity, security, and compliance across the organisation. You will be responsible for defining data policies, standards, and procedures, collaborating with various business units to implement governance best practices, and driving data stewardship initiatives. The ideal candidate will have a strong understanding of data management principles, data privacy regulations (e.g., GDPR), and experience with data cataloguing and metadata management tools. This role requires excellent analytical skills, strong communication abilities, and the capacity to influence stakeholders in a virtual environment.

Key Responsibilities:
  • Develop, implement, and enforce data governance policies, standards, and procedures across the organisation.
  • Define and manage data dictionaries, business glossaries, and metadata repositories.
  • Collaborate with data owners, stewards, and IT teams to ensure data quality, accuracy, and consistency.
  • Monitor and report on data quality metrics and compliance with governance policies.
  • Support the implementation and utilisation of data governance tools and technologies.
  • Conduct data profiling and lineage analysis to understand data flows and dependencies.
  • Assist in the development and delivery of data governance training and awareness programs.
  • Stay up-to-date with evolving data privacy regulations and industry best practices.
  • Participate in data-related projects, providing expertise on governance requirements.
  • Facilitate communication and collaboration among stakeholders regarding data governance initiatives.
Qualifications and Skills:
  • Bachelor's degree in Information Management, Computer Science, Data Science, or a related field.
  • Minimum of 4 years of experience in data governance, data management, or data quality roles.
  • Strong understanding of data governance frameworks, principles, and best practices.
  • Knowledge of data privacy regulations such as GDPR, CCPA, etc.
  • Experience with data cataloguing, metadata management, and data lineage tools.
  • Excellent analytical and problem-solving skills.
  • Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Proficiency in SQL and experience with data analysis tools.
  • Ability to work independently and collaboratively in a remote team environment.
  • Experience in influencing stakeholders and driving change management initiatives.
This is an exceptional opportunity for a dedicated data professional to shape data strategy and ensure data integrity in a flexible, remote setting.
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AI Ethics & Governance Analyst

WC2N 5DU London, London £70000 Annually WhatJobs

Posted 16 days ago

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full-time
Our client is pioneering the future of Artificial Intelligence and is seeking an insightful and principled AI Ethics & Governance Analyst to join their rapidly expanding, fully remote team. This pivotal role will be instrumental in shaping and enforcing the ethical frameworks and governance structures that underpin the development and deployment of advanced AI technologies. The successful candidate will contribute to ensuring our client's AI solutions are developed responsibly, ethically, and in alignment with societal values and regulatory landscapes. This is a unique opportunity to influence the ethical trajectory of AI.

Key Responsibilities:
  • Develop, implement, and refine policies, guidelines, and best practices for ethical AI development and deployment across the organization.
  • Conduct thorough ethical risk assessments of AI systems and algorithms, identifying potential biases, fairness issues, privacy concerns, and societal impacts.
  • Collaborate closely with AI researchers, data scientists, engineers, and product managers to integrate ethical considerations throughout the AI lifecycle, from conception to deployment and monitoring.
  • Stay abreast of global regulations, standards, and emerging trends in AI ethics and governance (e.g., EU AI Act, NIST AI Risk Management Framework).
  • Provide expert advice and training to internal stakeholders on AI ethics, responsible innovation, and compliance matters.
  • Design and oversee mechanisms for transparency, accountability, and redress in AI systems.
  • Facilitate cross-functional discussions and workshops on AI ethics challenges and solutions.
  • Engage with external stakeholders, including academics, policymakers, and civil society organizations, to foster dialogue and advance the field of AI ethics.
  • Develop metrics and reporting frameworks to monitor adherence to AI ethical principles and governance policies.
  • Contribute to the public discourse on AI ethics through thought leadership, publications, or conference participation.
Qualifications:
  • Master's degree or PhD in a relevant field such as Ethics, Philosophy, Law, Computer Science with an AI focus, Public Policy, or Social Sciences.
  • Minimum of 5 years of experience in a role focused on ethics, governance, policy, or risk management, with a significant emphasis on AI or emerging technologies.
  • Deep understanding of AI concepts, machine learning principles, and the technical implications of ethical challenges.
  • Familiarity with key ethical frameworks, principles, and challenges in AI (e.g., fairness, accountability, transparency, privacy, safety).
  • Knowledge of relevant legal and regulatory landscapes pertaining to AI and data privacy.
  • Exceptional analytical, research, and critical thinking skills.
  • Outstanding written and verbal communication skills, with the ability to articulate complex ideas to diverse audiences.
  • Proven ability to influence stakeholders and drive change within an organization.
  • Experience working in a technology-driven environment is highly advantageous.
This position is fully remote, allowing you to work from anywhere in the UK. While the team has a strong presence and operational base in **London, England, UK**, your contributions will be vital regardless of your specific location.
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Developer Experience & Governance Analyst - (AVP)

Belfast, Northern Ireland Citigroup

Posted 13 days ago

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**The Department**
Developer Enablement is a key part of the CTO organisation. Our mission is simple but ambitious: to make it fast, safe, and satisfying for 40,000 engineers across the bank to write code and ship it to production. We focus on enabling modern ways-of-working, by codifying controls, upgrading the developer toolchain, reducing toil, and embedding compliance invisibly into the development lifecycle - without slowing anyone down. We believe that governance and productivity can, and must, go hand-in-hand.
We work across global regions, engineering disciplines, and risk functions to define the future of how software is built, governed, and released at scale.
**The Role**
We are looking for a Developer Experience and Governance Analyst to help set the direction for our SDLC policies, engage with senior stakeholders across first and second lines of defence, and represent the needs of thousands of developers across the firm.
This role requires balancing two seemingly opposing forces: engineering velocity and regulatory control. You will lead the creation of intelligent, automated guardrails that developers love - because they make compliance seamless and improve how they work. You will work with engineers, auditors, risk partners and regulators to ensure that our controls are strong, evidence-backed, and invisible where possible.
If you are excited by enterprise-scale impact, and want to shape how one of the world's largest banks builds software - this role offers that opportunity. We are at the forefront of modern software development and have introduced new AI developer tooling at a scale that is unmatched in our industry.
**Responsibilities**
+ Lead the strategy and execution for global SDLC policy and standards across 40,000+ developers
+ Drive a governance approach rooted in automation, developer empathy, and continuous delivery principles
+ Codify controls into the development toolchain - think policies as code, automated quality gates, and self-service approval workflows
+ Act as the point person for Technology governance engagements with risk, audit, and regulators globally
+ Collaborate closely with engineering squads, platform teams, and DevSecOps to make security and compliance a built-in experience
+ Champion the developer voice in forums, steering groups and transformation initiatives - ensure policies and tooling help, not hinder
+ Define and track KPIs across compliance, risk posture, and developer productivity - and drive improvement based on the data
+ Stay ahead of regulatory expectations, engineering trends, and emerging technologies that affect the SDLC
+ Represent the firm in internal and external forums, including regulatory meetings, control design reviews, and engineering councils
**Characteristics**
+ Technically grounded, with the ability to go deep when needed - especially around modern SDLC, CI/CD, and DevSecOps
+ Empathetic to developers and passionate about improving how they build and release software
+ Constantly curious - whether about AI-assisted development, automated compliance, or platform engineering trends
**Experience**
+ Hands-on experience with modern SDLC practices, CI/CD tooling, secure software delivery, and inner loop productivity
+ Understanding of development risk, audit, and regulatory expectations - ideally with prior engagement in audits, regulator meetings, or enterprise compliance programmes
+ Previously engaged across engineering, compliance, risk, and legal functions
+ Understanding of backend/frontend engineering, infrastructure, cloud, and security tooling
+ Degree in Computer Science or related field preferred
**What we'll provide you**
By joining Citi Belfast, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed), and enjoy a whole host of additional benefits such as:
+ 27 days annual leave (plus bank holidays)
+ A discretional annual performance related bonus
+ Private Medical Care & Life Insurance
+ Employee Assistance Program
+ Pension Plan
+ Paid Parental Leave
+ Special discounts for employees, family, and friends
+ Access to an array of learning and development resources
Visit our Global Benefits page to learn more. ( these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self, every day. We want the best talent around the world to be energized to join us, motivated to stay and empowered to thrive.
#LI-RH4
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**Job Family Group:**
Technology
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**Job Family:**
Systems & Engineering
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**Time Type:**
Full time
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**Most Relevant Skills**
Please see the requirements listed above.
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**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
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_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi ( _._
_View Citi's_ _EEO Policy Statement ( _and the_ _Know Your Rights ( _poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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Lead AI Ethics & Governance Analyst

MK9 2 Milton Keynes, South East £70000 Annually WhatJobs

Posted 11 days ago

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full-time
Our client, a pioneer in the AI and Emerging Technologies sector, is searching for a visionary Lead AI Ethics & Governance Analyst to be based remotely, serving their operations. This pivotal role will be at the forefront of shaping responsible AI development and deployment, ensuring that cutting-edge technologies are aligned with ethical principles and regulatory frameworks. The successful candidate will be responsible for developing, implementing, and overseeing comprehensive AI ethics policies and governance structures. This includes conducting thorough risk assessments for new AI models and applications, identifying potential biases, and proposing mitigation strategies. You will collaborate closely with AI researchers, data scientists, product managers, and legal teams to embed ethical considerations throughout the entire AI lifecycle, from design and development to deployment and monitoring. A key responsibility will be to stay ahead of evolving global regulations and industry best practices related to AI, translating complex requirements into actionable guidance for technical and business stakeholders. You will also be instrumental in designing and delivering training programs to foster an ethical AI culture across the organization. The ideal candidate will possess a strong understanding of AI technologies, machine learning concepts, and the societal implications of advanced artificial intelligence. Exceptional analytical, problem-solving, and communication skills are essential, as you will be expected to articulate complex ethical and technical issues clearly and concisely to diverse audiences. This is a fully remote position, offering the flexibility to work from anywhere, with regular virtual collaboration. Join us in building the future of AI responsibly and ethically.
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AI Ethics and Governance Analyst

B3 2PU Birmingham, West Midlands £55000 Annually WhatJobs

Posted 21 days ago

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full-time
Our client is a pioneering organisation at the forefront of integrating Artificial Intelligence into critical societal functions. We are seeking a highly analytical and ethically-minded AI Ethics and Governance Analyst to join our rapidly growing team in Birmingham, West Midlands, UK . This role is crucial for ensuring that our AI development and deployment adhere to the highest ethical standards, regulatory requirements, and societal values. You will play a key role in shaping responsible AI practices, conducting risk assessments, and developing robust governance frameworks.

Responsibilities:
  • Develop, implement, and maintain ethical guidelines and governance policies for AI systems.
  • Conduct thorough ethical impact assessments and risk analyses of new and existing AI technologies.
  • Research and stay abreast of evolving AI ethics regulations, industry best practices, and academic discourse.
  • Collaborate with AI researchers, engineers, legal counsel, and product managers to embed ethical considerations throughout the AI lifecycle.
  • Provide expert advice and training to internal teams on AI ethics and responsible innovation.
  • Investigate and address potential ethical concerns or biases identified in AI models and applications.
  • Contribute to the development of transparent and accountable AI systems.
  • Engage with external stakeholders, including policymakers and industry bodies, on AI ethics matters.
  • Document findings, recommendations, and policy changes clearly and concisely.
  • Promote a culture of ethical awareness and responsibility within the organisation.
Qualifications:
  • Advanced degree in a relevant field such as Computer Science, Philosophy, Law, Public Policy, or a related discipline with a focus on AI ethics.
  • Proven experience (3+ years) working with AI ethics, responsible AI, or technology governance.
  • Strong understanding of AI technologies, machine learning concepts, and their societal implications.
  • In-depth knowledge of ethical frameworks, fairness metrics, bias detection, and explainable AI (XAI) techniques.
  • Familiarity with relevant legal and regulatory landscapes pertaining to AI (e.g., GDPR, proposed AI Acts).
  • Excellent analytical, critical thinking, and problem-solving skills.
  • Exceptional written and verbal communication skills, with the ability to articulate complex concepts to diverse audiences.
  • Ability to work collaboratively in a cross-functional team environment.
  • Experience in conducting audits or impact assessments related to technology.
  • A proactive and inquisitive mindset, dedicated to advancing ethical technology.
This is a unique opportunity to influence the future of AI and ensure its development serves humanity responsibly. If you are passionate about the ethical dimensions of artificial intelligence and possess the requisite expertise, we invite you to apply and contribute to shaping a more trustworthy AI landscape in Birmingham, West Midlands, UK .
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Regulatory Compliance Analyst

EC1A Islington, London PaymentGenes

Posted today

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Job Description

Permanent
About the Role

We are looking for a motivated and detail-oriented Regulatory Compliance Analyst to join a growing Financial Crime team. This is an excellent opportunity for a graduate or early-career professional to build a career in regulatory compliance within financial services, with a focus on payment services, electronic money regulations, and FCA/PRA obligations.

The successful candidate will provide essential support in regulatory reporting, data submissions, and compliance documentation, while gaining hands-on experience and training in the sector.

Key Responsibilities

Monitor regulatory developments related to payment services, electronic money, PSD2, FCA/PRA rules, and other applicable regulations.

Prepare and submit regulatory reports, returns, and notifications (e.g., EMR/PSR obligations, transaction reporting).

Maintain and update compliance policies, procedures, and documentation in line with regulatory changes.

Support regulatory projects, including product launch compliance requirements.

Conduct research on regulatory obligations and compile data for compliance purposes.

Ensure documentation is audit-ready and supports regulatory inspections.

Provide administrative and analytical support to senior compliance team members.

Requirements

Graduate-level education in finance, business, law, economics, or a related field.

1–2 years’ experience in financial services (compliance, risk, operations, or related areas preferred).

Strong attention to detail, organisation, and accuracy.

Analytical mindset and ability to work with regulatory data.

Proactive, eager to learn, and able to take ownership of tasks.

Excellent written and verbal communication skills.

Genuine interest in regulatory compliance, payment services, and financial regulations.

Benefits

Hands-on training and mentoring in regulatory compliance and reporting.

Exposure to regulatory frameworks, senior stakeholders, and operational compliance processes.

Support for professional certifications (e.g., ICA or equivalent).

Competitive salary and benefits package.

Hybrid working: 3 days in our London office, 2 days remote.

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Regulatory Compliance Officer

Bristol, South West Pontoon

Posted 14 days ago

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Job Description

contract

Job Title: Regulatory Compliance Officer
Location: Hybrid - Castle Donington or Bristol (initially more office-based for training, then minimum 2 days/week - Monday is team anchor day)
Contract Length: 6 months initially (potential for extension)
Rate: 25.50 per hour PAYE

About the Role

A newly formed regulatory compliance team is seeking a proactive and detail-oriented Regulatory Compliance Officer to support the handling of escalated customer complaints. This role involves independently reviewing complex cases, preparing formal responses, and compiling case files for external regulatory bodies.

The successful candidate will play a key role in ensuring the organisation meets its regulatory obligations while maintaining high standards of customer service and accountability.

Key Responsibilities

  • Manage complaints escalated to Stage 3 and Stage 4 of the formal complaints procedure.
  • Gather and assess information from internal systems and colleagues to build a comprehensive timeline of events.
  • Independently determine whether the organisation's position should be upheld or overruled and propose remedies where appropriate.
  • Draft and issue Stage 3 letters to customers, either offering a resolution or placing the case in "deadlock".
  • Prepare structured case files for submission to external regulators, including timelines, evidence, and the organisation's final position.
  • Maintain accurate records of escalated complaints, including outcomes and regulatory findings.
  • Support the wider Regulatory Compliance Team with related duties as required.

Skills & Experience

  • Strong written communication skills, with the ability to produce clear, concise, and professional correspondence.
  • Proven ability to interrogate qualitative information, assess complex scenarios, and make sound decisions.
  • Experience in complaint handling, regulatory compliance, or customer resolution roles.
  • Highly organised, with excellent attention to detail and the ability to manage multiple cases simultaneously.
  • Comfortable working independently and taking ownership of outcomes.
  • Background in a regulated industry (e.g., utilities, telecoms, financial services).
  • Familiarity with regulatory frameworks such as the Electricity Act, licence conditions, or regulator guidance.

Please note: Due to the high volume of applications, only shortlisted candidates will be contacted. If you do not hear from us within 48 hours, your application has not been successful on this occasion. However, we may retain your details for future suitable opportunities.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

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Regulatory Compliance Officer

Leicestershire, East Midlands Pontoon

Posted 14 days ago

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Job Description

contract

Job Title: Regulatory Compliance Officer
Location: Hybrid - Castle Donington or Bristol (initially more office-based for training, then minimum 2 days/week - Monday is team anchor day)
Contract Length: 6 months initially (potential for extension)
Rate: 25.50 per hour PAYE

About the Role

A newly formed regulatory compliance team is seeking a proactive and detail-oriented Regulatory Compliance Officer to support the handling of escalated customer complaints. This role involves independently reviewing complex cases, preparing formal responses, and compiling case files for external regulatory bodies.

The successful candidate will play a key role in ensuring the organisation meets its regulatory obligations while maintaining high standards of customer service and accountability.

Key Responsibilities

  • Manage complaints escalated to Stage 3 and Stage 4 of the formal complaints procedure.
  • Gather and assess information from internal systems and colleagues to build a comprehensive timeline of events.
  • Independently determine whether the organisation's position should be upheld or overruled and propose remedies where appropriate.
  • Draft and issue Stage 3 letters to customers, either offering a resolution or placing the case in "deadlock".
  • Prepare structured case files for submission to external regulators, including timelines, evidence, and the organisation's final position.
  • Maintain accurate records of escalated complaints, including outcomes and regulatory findings.
  • Support the wider Regulatory Compliance Team with related duties as required.

Skills & Experience

  • Strong written communication skills, with the ability to produce clear, concise, and professional correspondence.
  • Proven ability to interrogate qualitative information, assess complex scenarios, and make sound decisions.
  • Experience in complaint handling, regulatory compliance, or customer resolution roles.
  • Highly organised, with excellent attention to detail and the ability to manage multiple cases simultaneously.
  • Comfortable working independently and taking ownership of outcomes.
  • Background in a regulated industry (e.g., utilities, telecoms, financial services).
  • Familiarity with regulatory frameworks such as the Electricity Act, licence conditions, or regulator guidance.

Please note: Due to the high volume of applications, only shortlisted candidates will be contacted. If you do not hear from us within 48 hours, your application has not been successful on this occasion. However, we may retain your details for future suitable opportunities.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

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