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.

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.