Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

Compliance Officers are responsible for ensuring that the organization complies with government legislation within their assigned geographic regions. The Compliance Officer will identify and correct issues that could cause legal ramifications and reputational damage to the organization. This role will also ensure that employees are following internal compliance policies and training along with assessing risks and creating a game plan to handle potential issues. The Compliance Officer will provide regular reports on the effectiveness of our compliance controls or procedures and advise the business leadership team on any actions or changes to be implemented.

What You'll Do:

JOB DESCRIPTION

Job Title: Compliance Officer

Job Level: 04

Job Family: Legal & Compliance

Reports to: Compliance Manager

Job Sub-Family:

FLSA Status (USA only):

JOB SUMMARY

Compliance Officers are responsible for ensuring that the organization complies with government legislation within their assigned geographic regions. The Compliance Officer will identify and correct issues that could cause legal ramifications and reputational damage to the organization. This role will also ensure that employees are following internal compliance policies and training along with assessing risks and creating a game plan to handle potential issues. The Compliance Officer will provide regular reports on the effectiveness of our compliance controls or procedures and advise the business leadership team on any actions or changes to be implemented.

DUTIES AND RESPONSIBILITIES

•    Handle or delegate all external contact center services complaints and disputes (including website calls, voice mails and emails) in accordance with established Company complaint handling processes

•    Handle all legal complaints / Ombudsman complaints in conjunction with the Team Leader Compliance, Managing Coach, Compliance  and/or President/Managing Director

•    Responsible for the overall maintenance of the Complaints Database on the Portal

•    Responsible for the overall maintenance of compliance records and reports (including but not limited to, the creation of the monthly, quarterly, and annual complaint reports)

•    Trending and statistical analysis of complaint reports

•    Auditing of various aspects of the Company to ensure compliance with regulatory & legislative requirements such as Consumer Duty, Data Privacy (employee and consumer), GDPR, India DPDPA etc and client requirements ensuring BGO’s BMS processes are implemented and adhered to within all areas of the Company

• Collaborate with clients and other partners to review data-sharing practices, ensuring compliance with data minimization principles and preventing the oversharing of personal data.
• Participate in the onboarding process for new clients, confirming that personal data shared aligns strictly with contractual agreements and meets regulatory standards.
• Work with Compliance Manager and participate in discussions with clients or third parties to clarify and align data-sharing practices, ensuring compliance with privacy laws like GDPR.

•    Daily research and communication to applicable business units (and senior management) involving any changes/revisions to all UK statutory, regulatory, and legislative requirements

•    Maintenance of all UK collection letters.

•    Communicate (when necessary) to all applicable business units, senior management, and the dialler team regarding holiday calling times/restrictions within UK and adherence to Ofcom compliance.

•    Responsible for completion of compliance audits across all UK operational and support teams to ensure adherence to relevant regulators such as ICO, Ofcom, FCA and Ofgem/Ofwat.

•    Responsible for assisting in UK quarterly letter vendor audits.

•    Assist in the creation/revision of collection letter templates when required and liaise with Operational and systems team as part of approval process.

•    Assist in consumer DSAR/RTE requests.

• Ensure compliance with UK GDPR and Data Protection 2018
• Ensure compliance with India Digital Personal Data Protection Act

•    Champion company core values and other company programs

•    Champion Consumer Duty within all UK campaigns

•    Support Compliance Manager in creation of monthly compliance decks

•    Support Compliance Manager by pulling data figures for FCA reporting schedules

• Other duties as assigned.

SKILLS, EFFORTS, COMPETENCIES, AND OTHER SPECIFICATIONS

Education

• High School Diploma or Equivalent
• College Diploma or University Degree

Experience

• Minimum 24 months successful BGO experience
• Previous administrative or compliance experience would be an asset

Certificates, Licenses, & Registration:

There are no personal certification, licensing, or registration requirements for this job at this time.

Communication (L1)

Expresses and transmits information with consistency and clarity, using active listening techniques in order to effectively understand provided feedback; summarizes information according to the audience in order to promote engagement and increase understanding.

Initiative (L1)

Takes action, proactively doing things and not simply thinking about future actions. The time frame of this scale moves from addressing current opportunities or problems (being reactive) to acting on future opportunities or problems (being proactive). People with this competency are action-oriented – they act in the present to create value in the future.

Problem Solving (L1)

Can break down a situation into smaller pieces to identify key issues, figuring out cause-and-effect relationships in order to solve. Uses logic and analytical methods to come to a realistic solution.

Forward Thinking (L1)

Identifies and analyzes trends, patterns or connections between issues; recognizes key or underlying factors in organizational situations and uses this insight for guiding strategy and activities. It involves recognizing opportunities where innovative ideas can be applied and reflects an understanding that work done in one part of the company impacts other groups/projects within the organization, as well as other stakeholders and the public.

Analytical Thinking (L1)

Applies systematic, logical reasoning when addressing problems or situations in order to arrive at an appropriate solution or outcome. Considers the various issues and components of the problem, develops sequential steps to address the situation, and determines rational timeframes and priorities

Critical Thinking (L1)

Analyses and interprets data and information gathered from observation, investigations, formal and informal communication, reports, legislation, and other sources in order to develop conclusions. Reflects on past experience, organizational practices, and processes in order to determine the correct course of action. Is able to analyse the internal and external environment in order to identify current and future opportunities, challenges, and risks.

Strategic Thinking (L1)

Analyses and interprets the strategic direction of the organization, has a clear and firm understanding of the vision, mission, values, and objectives of the workplace, uses that information to develop responsibilities, tasks, goals, and initiatives that align with long-term plans and growth. Reflects on past experience and organizational practices and processes to determine the correct course of action. Can analyse the internal and external environment in order to identify current and future opportunities, challenges, and risks.

Building Collaborative Relationship (Relationship Management) (L1)

Effectively builds constructive, friendly, professional relationships and networks of key contacts with people and colleagues; maintains partnerships that can provide information, assistance, and support

Team Focus (L1)

Works cooperatively and effectively with others to reach a common goal. Participates in group activities, fostering a team environment

Risk Management (L1)

Identifies, analyses, plans, and responds to internal and external risks factors, including security breaches and health and safety; adheres to and ensures the organization is compliant with all health and safety laws, regulations, standards, and required practices

Accountability (L1)

Takes personal ownership and responsibility for the quality and timeliness of work commitments. Follows organizational guidelines, professional standards, regulations, and principles. Demonstrates reliability and integrity on a daily basis.

Decision Making (L1)

Makes concrete, well-informed, and thought-out decisions that support the overall organization. Has the ability to make quick, effective decisions, even when data and details are limited. When making unfavorable decisions that might have negative consequences, examines the impacts and potential implications to ensure that decision is valid for the situation.

Planning and Organizing (L1)

Accurately estimates duration and level of difficulty of tasks and projects, setting out goals and objectives and work plans to complete.

WORKING CONDITIONS

• Works in a well ventilated office
• Work from home, if applicable
• Must be flexible to work on various shifts as required
• Frequent sitting, talking on the phone, repetitive typing and writing

INFORMATION SECURITY RESPONSIBILITIES

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French.  Please note that Information security responsibilities are based on role

What We're Looking For:

Education

• High School Diploma or Equivalent
• College Diploma or University Degree

Experience

• Minimum 24 months successful BGO experience
• Previous administrative or compliance experience would be an asset

Certificates, Licenses, & Registration:

There are no personal certification, licensing, or registration requirements for this job at this time.

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.

• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.

• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.  

• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

 

Bill Gosling Outsourcing – Where your career thrives!