Compliance Lead

Compliance Lead

Department: Bristol Water

Employment Type: Full Time

Location: Bristol Water HQ

Reporting To: Liam Abbruzzese

Compensation: £35,000 - £45,000 / year

Description

Repair & Maintenance (Water Utility Contract)

The Compliance Lead plays a vital role in driving safety, KPI performance and client-led compliance across our Bristol Water contract. This role plays a key part in supporting Supervisors and Operations Managers to improve team performance on the ground, ensuring that all activities are delivered safely, to the required quality standards, and in line with contractual and regulatory requirements. The Compliance Lead acts as a central point of assurance, promoting a strong safety culture, ensuring effective auditing processes, overseeing training compliance, and managing customer complaints to deliver high standards of operational performance and client confidence.

Key Responsibilities

Safety and Assurance

• Drive delivery of contract safety KPIs by actively monitoring and chasing Supervisors and field teams to achieve agreed safety target numbers.
• Track completion of required safety activities including site inspections, safety observations, close calls, point-of-work risk assessments, and compliance checks.
• Maintain visibility of safety performance at gang and supervisor level, highlighting underperformance and escalating where required.
• Hold Supervisors accountable for meeting weekly and monthly safety targets in line with contract expectations.
• Provide performance reports to Operations Managers, identifying gaps against targets and recommending corrective actions.
• Act as a central coordination point for performance reporting to the client, ensuring evidence is robust, complete and audit ready.

Training Compliance

• Maintain oversight of all mandatory and role-specific training requirements across the contract.
• Monitor training matrices to ensure all operatives, supervisors and managers hold valid and in-date certifications.
• Identify upcoming expiries and proactively schedule refresher training.
• Liaise with internal learning teams and external training/booking providers to secure course availability and complete outstanding training.
• Ensure training records are accurately maintained and audit-ready at all times.
• Escalate risks relating to training non-compliance and support operational managers in preventing untrained personnel from undertaking restricted activities.
• Support the rollout of new client or regulatory training requirements as introduced.

Customer Complaint Management

• Oversee the management of customer complaints related to Network Plus activities
• Coordinate investigations by bringing together operational teams, supervisors and relevant stakeholders.
• Ensure timely, accurate and professional responses to customers in line with contractual SLAs.
• Identify recurring themes from complaints and implement preventative measures to improve service delivery.
• Provide reports and insights to senior management and the client on complaint trends

Job Benefits

• Excellent communication skills, building relationships and working collaboratively across departments and stakeholders at all levels
• Strong attention to detail, analytical thinking and problem-solving, with the ability to interpret performance data and drive improvements.
• Proven experience in a compliance, assurance or operational performance role within utilities, construction, highways or infrastructure (water sector experience desirable).
• Experience managing KPIs within a client-led contractual environment.
• Experience managing training matrices and compliance records.
• Experience coordinating with external training providers.
• Experience overseeing or managing customer complaints within a service-led environment.