Birchlake Recruitment Engagement Hub

Head of Complaints & Customer Insight

Surrey

Permanent

Full-time

Job ID:

33961

Published date:

2025-10-01

Summary

The Head of Complaints and Customer Insight is responsible for overseeing the evolution of customer experience within the business. This role encompasses the production of insightful metrics, effective management of customer complaints, and the assurance of service quality standards in alignment with regulatory requirements. The ideal candidate will act as a key authority in decision-making related to customer service and adherence to product terms and conditions.

Key Responsibilities:

Complaint management:

Ensure the accurate and timely recording of customer complaints as they come into the organisation in line with policy, procedures and FCA regulations.
Own the end-to-end process for regulated complaints, including the complaints investigation handling and FOS interaction
Plan and manage workload of teams to ensure timescales and expectations are managed and prevent regulatory breaches
Provide informal advice and assistance on complaints to customers, where possible resolving without the need for formal complaints and to ensure and instil customer confidence
Own the root cause analysis process and create transparency across the business
Drive change; ensuring complaints data is easy to access, understand and used to educate teams how to analyse complaints data and provide guidance on how we can drive improvement
Continually measure, monitor, and improve overall performance of the Complaint function, giving regular feedback to management team, and providing visibility on company level standards and metrics

Customer Insight Management:

Gather, analyse, and interpret data related to Net Promoter Score (NPS) and other customer satisfaction metrics.
Monitor trends and changes in customer feedback over time to identify patterns and areas for improvement.
Establish benchmarks for customer experience by comparing the firms UK's performance against industry standards and competitors.

Qualifications & Experience:

Proven regulated complaints management experience
Demonstrable commercial acumen and experience, mainly within a B2B environment
Exemplary stakeholder management skills, dealing with and influencing senior executive level managers at a global level in a matrix organisation
Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others
Excellent understanding of Financial services and the full regulatory environment
Ability to quickly assimilate information from disparate topics/functions and connect together to bring business conclusions or highlight risks
Proven ability to collaborate across multi-disciplinary teams
Ability to master multiple complex topics, make quick decisions and remain a clear thinker and communicator under pressure
Successful experience in developing and retaining critical talent and building an effective team
Ideally experience of managing and working in Risk/compliance or operational resilience
Experience of building a team, leading and improving an organisation’s capability

Read More Apply Now

Finance Risk Business Partner

Newcastle upon-Tyne

Permanent

Full-time

Job ID:

33928

Published date:

2025-09-24

Summary

Our client are seeking a dynamic and commercially astute Prudential Risk Manager to lead and maintain

the firm’s ICARA process, ensuring robust financial risk management and capital adequacy planning.

This role bridges finance, risk, and regulatory strategy; playing a pivotal part in safeguarding the firm’s

resilience and regulatory compliance.

This is a hybrid role with the expectation to work in the office 2 days each week.

KEY RESPONSIBILITIES

ICARA Ownership & Oversight:

Lead the end-to-end ICARA process, including scenario analysis, stress testing, and capital planning.
Ensure alignment with regulatory expectations under the Investment Firms Prudential Regime (IFPR).
Collaborate with senior stakeholders to assess material harms and mitigation strategies.
Maintain documentation and evidence to support ICARA conclusions and regulatory submissions.

Financial Risk Management:

Identify, assess, and monitor financial risks including liquidity, credit, market, and operational risks.
Partner with Finance teams to embed risk-aware decision making across the business.
Develop and maintain financial risk dashboards and reporting tools.

Business Partnering:

Act as a trusted advisor to senior management, providing insights on financial resilience and risk appetite.
Support strategic initiatives with financial risk analysis and capital impact assessments.
Facilitate cross-functional collaboration between Finance, Risk & Compliance.

Governance & Reporting:

Prepare and present risk and ICARA-related reports to Risk Committees and Boards.
Ensure timely and accurate regulatory submissions and responses to supervisory queries.
Contribute to the development and refinement of the firm’s Risk Management Framework.

SKILLS & EXPERIENCE

Essential:

Strong understanding of ICARA, IFPR, and UK regulatory capital frameworks.
Proven experience in financial risk management within a regulated financial institution.
Excellent analytical, modelling, and scenario planning skills.
Ability to communicate complex risk concepts to non-technical stakeholders.

Desirable:

Professional qualification (e.g., ACA, CFA, FRM).
Experience with ICAAP/ICARA in investment firms or asset managers.
Familiarity with enterprise risk management tools and methodologies.

Personal Attributes:

Strategic thinker with a hands-on approach.
High integrity and attention to detail.
Strong interpersonal and influencing skills.
Proactive, resilient, and adaptable in a fast-paced environment.

Read More Apply Now

Compliance Monitoring Manager

Hertfordshire

Permanent

Full-time

Job ID:

33563

Published date:

2025-08-21

Compliance Assurance Manager

Kent

Permanent

Full-time

Job ID:

33763

Published date:

2025-08-17

Summary

Our client is seeking a Compliance Assurance Officer/Manager, posessing 2-3yrs experience in credit lending to support compliance monitoring.

The person will oversee consumer duty outcomes testing and support delivery of the compliance monitoring plan.

Overall purpose of the role:

The focus of this role is to lead on assurance monitoring, deliver quality assurance monitoring in support of the 2LOD compliance risk management framework and operational processes within 1LOD. The Compliance Assurance Manager will support thematic and assurance monitoring reviews with a particular focus on regulatory risk providing an appropriate balance of support, guidance, and challenge to achieve regulatory compliance and good customer outcomes.

Responsibilities and accountabilities:

Support and deliver on the compliance assurance monitoring programme, delivering high quality risk based monitoring and reporting in support of evidencing regulatory compliance
Contribute to the Compliance Assurance Plan and other Compliance initiatives and manage the framework for delivery of compliance risk thematic reviews and ongoing monitoring activities.
Deliver assurance monitoring and works closely with other risk functions to support all monitoring activity.
Deliver customer outcomes testing in accordance with the regulatory requirements of the consumer duty regulations and second line assurance framework.
Identify and report on compliance risks and provide insightful advice and recommendations in support of risk mitigation
Maintain policies and standards for testing and monitoring of compliance controls across all functions and business activities.
Develop standards for scoping, performing and documenting compliance assurance activities.
Act as an advocate for compliance with all legal, regulatory and company standards and promote a positive risk culture within the first line of defence where transparency, action and rigor are evident – particularly in relation to customer outcomes.
To frequently liaise with first line business areas to ensure that you understand key processes and how controls support the achievement of compliance, identifying gaps and weaknesses that need to be addressed – particularly in relation to Arrears Management, Vulnerable Customer Management, Complaints Handling, ensuring good customer outcome is at the heart of everything you do
Maintain up-to-date knowledge of the FCA Handbook and key regulatory requirements (e.g., Consumer Duty, CONC, DISP, SMCR, and the “CCA”) and apply these to advice, guidance, and assurance activities

You:

Minimum of 2 years compliance monitoring experience in an consumer credit environment
Focused on customer outcomes and sound understanding of the Consumer Duty and other relevant regulation.
Strong audit or assurance testing background.
Proven ability to write detailed policies and procedures, regulatory updates for publishing across the business, and breach reports.
Strong interpersonal skills, able to establish effective working relationships at all levels.

Read More Apply Now

File Reviewer

Fully remote

Permanent

Full-time

Job ID:

33729

Published date:

2025-08-12

Senior Risk Analyst

Birmingham

Permanent

Full-time

Job ID:

33463

Published date:

2025-07-16

Summary

We are delighted to be partnering exclusively with a global insurer who are expanding their Risk function. They require a Senior Risk Analyst based in their Birmingham office, two days a week.

Role Purpose:

Assisting with development and embedding of a fit for purpose risk management framework to enable the business to manage its financial and operational risks, including conduct risk, and adhering to Consumer Duty requirements.
Assisting the Risk Manager with ensuring that the business adheres to the organisations Group regulatory standards and risk management framework requirements.
Being a point of contact for the first line Risk Champions to provide guidance and support on risk management activities.
Assisting in the setting the standards for risk management and promoting a risk centric culture within the business.
Demonstrating a high work ethic and possess core knowledge and skills to support strategic objectives.

Duties & Responsibilities:

Assisting with actions and recommendations from all relevant audit reports, including Internal Audit to ensure timely delivery and closure.
Assisting in the formation of the Risk Management Framework which includes, Risk Appetites, Emerging Risks, Risk Events.
Providing support in the gathering of risk data and analysing trends for reporting to Board and Audit, Risk and Compliance Committee.
Supporting the Risk Manager in administrative duties in keeping the risk registers up to date.
Assisting with risk requests (including from the Group) in relation to adoption of policies, procedures, and other ad hoc risk queries as and when applicable.
Liaising with internal and external stakeholders to provide support and guidance on risk management.
Assisting with annual review of the taxonomy, policies, and procedures to ensure they are up to date from a regulatory perspective.
Assisting in all other tasks, periodic, ad hoc, or otherwise.

Conduct Requirements:

You must act with integrity.
You must act with due care, skill and diligence.
You must be open and cooperative with the FCA and other regulators.
You must pay due regard to the interests of customers and treat them fairly.
You must observe proper standards of market conduct.
You must act to delivery good outcomes for retail customers.

Information Security Responsibilities:

Ensure all work and activities performed in this role adhere to the organisation's information security policies, standards, and procedures.
Proactively identify and mitigate information security risks associated with assigned duties and responsibilities.
Participate in regular security awareness training and apply best practices for securing data, systems, and applications.
Report any suspected security incidents, vulnerabilities, or policy violations to the information security team immediately.
Support the Information Security program, understand and manage information security responsibilities delegated to your department, ensure team comply with all Information Security policy and procedure, report on team performance against security training requirements. (Managers only).

Required Skills & Experience:

Previous experience in developing and embedding risk frameworks within the insurance sector.
Understanding of the Managing General Agent model specifically in relation to risk management would be advantageous.
Excellent knowledge of the Risk Management Cycle.
Experience with risk analysis and reporting.
Analytical mind with problem-solving aptitude.
Excellent communication and presentations skills.
A proactive approach to work, in terms of suggesting changes and improvements to processes and systems.
Commercial awareness and the ability to understand broad business issues.

Benefits include:

Pension - Employee 5%/Employer 10%
25 days holiday plus bank holidays (additional holiday after 3 years service)
Leisure Allowance - £1000 (post probation)
Medical Cover - Benefit in Kind (post probation)
Group Income Protection/EAP (post probation)
Group Life Insurance (post probation)

Read More Apply Now

Underwriter

Hertfordshire with remote working

Permanent

Full-time

Job ID:

33430

Published date:

2025-06-19

Paraplanner

Somerset

Permanent

Full-time

Job ID:

33231

Published date:

2025-05-22

Summary

Paraplanner Role:

If you’re a paraplanner looking to gain a huge amount of experience working for a fast paced chartered financial planning company then this is your opportunity.

Key Responsibilities:
• Process Leadership: Bring structure and attention to detail across all operational workflows, ensuring cases are managed efficiently from start to finish.
• Paraplanning Excellence: Prepare high-quality suitability reports for investments, pensions, and protection.
• Case Oversight: Ensure every case is tracked, chased, and progressed without delays, reducing the need for management intervention.
• Provider Chasing: Manage follow-ups with providers using automated systems (Outlook and CRM) to avoid bottlenecks.
• CRM & Workflow Management: Maintain accurate client records and case notes in Enable.
• Team Collaboration: Work closely with advisers and administrators to drive accountability and ensure standards are met.

What We’re Looking For:
• Ambitious: 1+ years as a paraplanner, with the drive to become an experienced member of the team.
• Detail-Oriented & Organized: You thrive when creating order, spotting errors, and ensuring nothing gets missed.
• Process-Minded: A natural problem solver who enjoys building and refining workflows for efficiency.
• Self-Starter: You don’t wait for instructions—you see what needs to be done and take the lead.
• Tech-Savvy: Comfortable with CRMs, task management systems, and Outlook automations.

Why Join Us?
• Make an Impact: You won’t just support advisers—you’ll drive the transformation of our operations.
• Flexible.
• Collaborative Culture: Work alongside a team committed to delivering excellence.

Job Types: Full-time.

Salary £40,000

Benefits

Pension

Income protection

4 x DIS

25 days holiday#

Flexible working

Schedule:
• Flexible working 1 day a week at home.
• Monday to Friday

Must be working towards or attained level 4 DipPFS

Read More Apply Now

Lead Conduct Compliance Manager

Buckinghamshire (hybrid working)

Permanent

Full-time

Job ID:

33129

Published date:

2025-05-02

Summary

Internal

Job Description

JOB DETAILS

Job Title: Lead Conduct Compliance Manager – Advisory and business change

Department: Business Compliance

Reports to: Chief Compliance Officer

Grade: 5

Date: December 2024

KEY PURPOSE OF THE JOB

The Business Compliance team is an independent regulatory and compliance advisory and assurance

function for Mercedes-Benz Financial Services (UK) Ltd (MBFS) and its Appointed Representative. The

role holder will also contribute to the provision of a regulatory compliance service to Mercedes-Benz

Insurance Services (UK) Ltd (MBIS).

This role acts as a primary point of contact between MBFS’ Business Compliance (second line of

defence) and MBFS’ wider business. The primary purpose of the role is lead a team of Conduct

Compliance Executives managing regulatory and conduct compliance risks by:

• Ensuring that compliance risks are identified, mitigated, remediated and reported on.

• Providing subject matter expert advice and guidance to the business on all matters relating to

regulatory and compliance risk.

• Driving engagement on the subject of regulatory compliance and conduct culture at all levels

up to and including MBFS’ Senior Leadership Team including Senior Management Function

holders.

ACCOUNTABILITIES (6-10 single sentence statements)

PERCENTAGES

You are required to maintain ethical standards in accordance with Mercedes-

Benz Mobility AG Policies and the Company's Compliance Guidelines and

Policies including Anti-Bribery and all relevant competition law. -

People Leadership:

• Lead and support a team of Compliance Executives responsible for day-to-

day advisory and ongoing business change and project delivery

• Develop the team against individual performance toolkits, their own

personal development plans, together with the MBFS business strategy.

• Ensuring outlined and clear objectives, development reviews and monthly

1-2-1 meetings and coaching sessions.

• Provide the team with access to the outcomes provided for in MBFS’

Management and Leadership Charters.

15

Regulatory advice:

• Lead a team providing specialist regulatory and compliance advice

• Promote a compliance culture throughout the business, influencing

stakeholders, including SMF holders and other senior managers, to deliver

compliant products and services which deliver good customer outcomes,

including but is not limited to:

30

Internal

• general ad-hoc advice

• reviewing and approving financial promotions and other internal and

external communications

• assessing and advising on internal regulatory breach reporting

• advising on remedial actions needed in response to 1st, 2nd and 3rd line

business assurance reporting

• supporting effective complaint root cause analysis and associated business

change

Ongoing process and policy review:

• Lead on the periodic review of MBFS policies and procedures to ensure

continuing compliance with and consistency with applicable FCA or MBM

AG requirements.

10

Horizon scanning and regulatory change:

• Lead the Conduct Compliance Team’s contribution to a monthly legal and

regulatory update to the wider MBFS business, identifying, describing and

providing relevant commentary on regulatory change relevant to MBFS.

• Lead on gap analysis and the identification and description of operational

impacts and other key risks by reviewing and interpreting consultation

papers, policy statements and other FCA publications.

• Lead on the advisory component of the MBFS business change process

prompted by those gap analyses and impact assessments.

30

Control and governance

• Improve and implement internal controls and reporting mechanisms that

support consistent service levels and quality output from the advisory

team.

10

Senior Managers & Certification Regime:

• Lead the advisory component which maintains a compliant SM&CR

framework. Advise Senior Management function holders on their

responsibilities for complying with their regulatory obligations. Assist in

managing regulatory applications and notifications ensuring regulatory

timescales are met.

• Assist in all processes aimed at ensuring the MBFS Management

Responsibilities Map is accurate and up to date.

5

TOTAL

100%

KEY SKILLS/KNOWLEDGE/EXPERIENCE

• Comprehensive working knowledge of FCA principles, rules, handbook and non-handbook

guidance, codes of practice and any other requirements and standards of the FCA’s

regulatory system relevant to MBFS’ consumer credit business.

• Working knowledge of the FCA’s requirements as they apply to general insurance distribution,

including but not limited to the ICOBS and PROD sourcebooks

• Works in a collaborative way in projects and other multi-departmental activities, providing

advice to jointly achieve effective results.

• Ability to carry out multiple tasks and prioritise challenging workloads to plan and deliver

work effectively.

• Able to work within policies and procedures to deliver allocated departmental objectives.

• Excellent communication skills and an ability to engage with a range of stakeholders including

members of MBFS’ Senior Leadership team.

Internal

• Strong analytical skills which are applied to assist in drawing conclusion from complex data.

• Engage with and understand MBFS’ commercial objectives and to assist the business to

understand the conduct and compliance context to influence decision making in the interests

of the business and its customers.

• Able to provide technical support and coaching to colleagues.

ORGANISATION CHART/DEPARTMENTAL STRUCTURE

ADDITIONAL INFORMATION

This role reports to the Chief Compliance Officer.

DIMENSIONS (Use only those applicable) This section covers measurable items such as staff reports and income generated. It should only be

used if appropriate i.e.: “5 direct reports, 3 indirect reports”. Direct Budget is defined as being

responsible for setting and managing a departmental budget; Indirect Budget includes, for example,

supporting a department’s budget/having discretion over trading allowances/helping to achieve

Warranty Budget.

Number of Direct Reports: 2 – (Two) Direct Budget: £ n/a

Indirect Staff Reports: 0 – (none) Indirect Budget: £ n/a

Read More Apply Now

Conduct Compliance Executive

Buckinghamshire (hybrid working)

Contract

Full-time

Job ID:

33130

Published date:

2025-05-02

Summary

Job Description

JOB DETAILS

Job Title: Conduct Compliance Executive

Department: Business Compliance

Reports to: Lead Conduct Compliance Manager

Grade: 6

Date: April 2024

KEY PURPOSE OF THE JOB

The Business Compliance team is an independent regulatory and compliance advisory and assurance

function for Mercedes-Benz Financial Services (UK) Ltd (MBFS) and its Appointed Representative. The

role holder will also contribute to the provision of a regulatory compliance service to Mercedes-Benz

Insurance Services (UK) Ltd (MBIS).

This role acts as a primary point of contact between MBFS’ Business Compliance (second line of

defence) and MBFS’ wider business. The primary purpose of the role is to manage regulatory and

conduct compliance risks by:

• Identifying forthcoming changes to the regulatory framework relevant to MBFS or MBIS

• Ensuring compliance risks are identified, mitigated, remediated and reported on.

• Providing subject matter expert advice and guidance on all matters relating to regulatory and

compliance risk.

• Co-ordinating the completion of regulatory and other returns and information requests across

the business as requested by the Financial Conduct Authority (FCA) and where necessary,

with Mercedes-Benz Mobility AG.

• Driving engagement on the subject of regulatory compliance and conduct culture at all levels

up to and including MBFS’ Senior Leadership Team including Senior Management Function

holders.

ACCOUNTABILITIES (6-10 single sentence statements)

PERCENTAGES

You are required to maintain ethical standards in accordance with Mercedes-

Benz Mobility AG Policies and the Company's Compliance Guidelines and

Policies including Anti-Bribery and all relevant competition law. -

Regulatory advice and support:

• Provide specialist regulatory and compliance advice and promote a

compliance culture throughout the business, influencing stakeholders,

including SMF holders and other senior managers, to deliver compliant

products and services which deliver good customer outcomes.

• Manage regulatory risk by working with business areas to cultivate and

maintain key relationships to enable the provision of proportionate and

appropriate advice on relevant regulations and business policies and

processes whilst supporting commercial strategy. This includes but is not

limited to general query advice, reviewing and approving financial

promotions, assessing regulatory breaches and incidents and supporting

key business projects.

30

Monitoring and review:

• Assist in the design, establishment and implementation of the Compliance

Monitoring plan, to oversee the first line of defense controls in line with the

regulatory risk cycle. Assist in updating and maintaining the MBFS conduct

risk assessment matrix, taking into consideration existing and emerging

regulatory risks and developments.

• Where required, conduct allocated compliance monitoring reviews in line

with the Compliance Monitoring Review framework including collaborating

with stakeholders to gather information for analysis, testing, producing

reports on the findings of monitoring activity and developing a plan to

mitigate identified risks. Lead on engagement with business management

to discuss findings, recommendations and where needed actions that drive

improvement.

30

Ongoing process and policy review:

• Assist in the periodic review of MBFS policies and procedures to ensure

continuing compliance with and consistency with applicable FCA or MBM

AG requirements.

10

Horizon scanning and regulatory change:

• Contribute to a monthly legal and regulatory update to the wider MBFS

business, identifying, describing and providing relevant commentary on

regulatory change relevant to MBFS.

• Assist on identifying operational and describing operational impacts and

other key risks by reviewing and interpreting consultation papers, policy

statements and other publications

• Assist in appropriate gap analysis and any other work necessary to timely

and effective implementation.

10

Regulatory and internal reporting:

• Manage all regular reporting requests from the FCA and any internal Audit

requests. Collaborate with colleagues across business to co-ordinate

requests and responses to compile comprehensive responses are

submitted in line with deadlines.

• Lead on FCA information requests; collaborating with and overseeing the

business to ensure comprehensive responses are provided within

deadlines and that the Local Management Board is kept informed about

any requests made and any implications/risks arising.

• Contribute to the production of the Business Compliance Conduct Risk

Dashboard and any other internal reporting as necessary.

10

Senior Managers & Certification Regime:

• Contribute to the maintenance of a compliant SM&CR framework. Advise

Senior Management function holders on their responsibilities for complying

with their regulatory obligations. Assist in managing regulatory applications

and notifications ensuring regulatory timescales are met.

• Assist in all processes aimed at ensuring the MBFS Management

Responsibilities Map is accurate and up to date.

10

TOTAL

100%

KEY SKILLS/KNOWLEDGE/EXPERIENCE

• Strong working knowledge of FCA principles, rules, handbook and non-handbook guidance,

codes of practice and any other requirements and standards of the FCA’s regulatory system

relevant to MBFS’ business.

• Working knowledge of the FCA’s requirements as they apply to general insurance distribution,

including but not limited to the ICOBS and PROD sourcebooks

• Capacity for collaborative multi-departmental working, providing advice to jointly achieve

effective results.

• Ability to carry out multiple tasks and prioritise challenging workloads to plan and deliver

work effectively.

• Ability to work within policies and procedures to deliver allocated departmental objectives.

• Excellent communication skills and an ability to engage with a range of stakeholders including

members of MBFS’ Senior Leadership team.

• Strong analytical skills which are applied to assist in drawing conclusion from complex data.

• Engage with and understand MBFS’ commercial objectives and to assist the business to

understand the conduct and compliance context to influence decision making in the interests

of the business and its customers.

• Able to provide technical support and coaching to colleagues.

ORGANISATION CHART/DEPARTMENTAL STRUCTURE

ADDITIONAL INFORMATION

This role reports to the Lead Conduct Compliance Manager.

DIMENSIONS (Use only those applicable) This section covers measurable items such as staff reports and income generated. It should only be

used if appropriate i.e.: “5 direct reports, 3 indirect reports”. Direct Budget is defined as being

responsible for setting and managing a departmental budget; Indirect Budget includes, for example,

supporting a department’s budget/having discretion over trading allowances/helping to achieve

Warranty Budget.

Number of Direct Reports: 0 – (none) Direct Budget: £ n/a

Indirect Staff Reports: 0 – (none) Indirect Budget: £ n/a

Read More Apply Now

Your search query

Our use of cookies

Your search query

Send me similar jobs

Our use of cookies