Regulatory Executive

Your New Role
As a Regulatory Executive, you will play an integral role within the Regulations team, ensuring complaints, claims, and voluntary disclosures are investigated, managed, and resolved in line with regulatory requirements and internal policies. You will be responsible for protecting the organisation's reputation through fair customer outcomes, effective complaint handling, and proactive risk management.

Key responsibilities will include:

• Responding to voluntary disclosures received from third-party firms.
• Investigating and resolving complaints and claims from customers and third-party representatives.
• Managing follow-up communications and customer queries efficiently.
• Ensuring all complaints are handled within regulatory deadlines and issuing holding responses where required.
• Maintaining professional relationships with customers and third-party firms, including occasional outbound calls.
• Managing caseloads effectively and escalating potential delays and risks where necessary.
• Recording, investigating, and reporting policy breaches, including root cause analysis.
• Identifying trends and recommending process improvements to enhance customer outcomes.
• Supporting vulnerable customers with empathy and in accordance with regulatory requirements.
• Assisting with CCA remediation activities, voluntary disclosure responses, and Financial Ombudsman Service (FOS) complaint handling.
• Managing bulk imports and administrative activities related to complaints, claims, and disclosures.
• Supporting the wider Regulations team on ad hoc projects and business priorities.

What You'll Need to Succeed

To be successful in this position, you will possess:

• Previous experience handling complaints within a regulated environment.
• Strong organisational skills with the ability to manage high workloads and competing priorities.
• Excellent attention to detail and the ability to handle highly sensitive information with discretion.
• Strong problem-solving and decision-making capabilities.
• Excellent verbal and written communication skills.
• The ability to build relationships with stakeholders at all levels.
• A proactive and adaptable approach to work.
• Effective time management and workload prioritisation skills.
• GCSE/A-Level education or equivalent.
• Experience within financial services, automotive, customer relations, or compliance environments would be advantageous.

What You'll Get in Return

• Competitive salary and comprehensive benefits package.
• Hybrid working model offering flexibility and work-life balance.
• The opportunity to join a collaborative and supportive team environment.
• Exposure to a highly regulated and business-critical function.
• Ongoing training and professional development opportunities.
• The chance to contribute to continuous improvement initiatives and make a meaningful impact within the business.
• Career progression opportunities within a globally recognised organisation.

What You Need to Do Now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.