We are looking for a Compliance Officer to join the small specialist compliance team based in Newbury, Berkshire. The team provides support, advice and guidance to all offices to ensure compliance with legal and regulatory obligations including RICS regulations, anti-money laundering, data protection and FCA compliance. The role will include providing support on general compliance matters to the Firm with particular responsibility for the day to day management of complaints and claims.
We offer a highly competitive salary package which includes a fantastic benefits package including a variety of flexible benefits allowing you to choose those that suit your personal circumstances including purchasing additional leave, health cash plans, cycle to work scheme and so on!
Main tasks:
Customer Complaints Management:
1. Act as the main point of contact for customer complaints; managing the complaints process from receipt to resolution.
2. Investigate complaints by gathering relevant information, liaising with internal teams, and reviewing documentation.
3. Provide timely, clear, and professional written responses ensuring complaints are managed in line with company policies and regulatory requirements.
4. Maintain accurate and detailed records of all complaints and actions taken.
5. Assist with the preparation of management information, dashboards and reports.
6. Identify trends in complaints and provide feedback to improve services, processes, or policies.
Compliance Support:
These activities will supplement the core complaints‑handling responsibilities.
7. Support the team with general compliance and monitoring activities, including office monitoring reviews, to ensure adherence to legal, industry, and company standards.
8. Assist in maintaining and updating policies and procedures.
9. Maintain accurate and organised records of all compliance related documentation.
10. Provide support for compliance training sessions and awareness initiatives.
11. Provide firmwide guidance and advice with risk management activity.
What will it take to be successful?
The successful candidate will have strong written and verbal communication skills, including the ability to produce clear, professional correspondence. They will be highly organised, detail‑focused, and able to manage multiple priorities in a fast‑paced environment while meeting deadlines. They will demonstrate sound judgement, strong comprehension skills, and the ability to independently research and clearly present complex information. Proficiency in Microsoft Word and Excel is required. Previous experience in a customer service or complaints‑handling role is preferable, and experience within the property industry would be beneficial but not essential.