Consumer Compliance Administrator

Are you looking for a role where your accuracy, curiosity and commitment to doing things right can make a real impact on the customer experience?

Hendy Group has an exciting opportunity for a Consumer Compliance Administrator in Bournemouth.

About the Role

The Consumer Compliance Administrator will support the Head of Consumer Compliance by handling customer contact on behalf of Hendy Group, received through various channels, including SARs, customer queries, reviews and complaints.

The post holder will provide and coordinate administrative services, liaise with relevant colleagues and departments to gather information, undertake enquiries and deliver a high standard of service and compliance with regulatory requirements.

Role responsibilities will include:

• Acknowledging, logging, and allocating incoming complaints in an efficient manner.
• Recording, investigating and responding appropriately to customer commission queries.
• Responding to commission queries from The Financial Ombudsman Service (FOS) and lender partners.
• Gathering information for monitoring internal Key Performance Indicators (KPI's) and providing regular reporting to key stakeholders on volumes and trends.
• Monitoring customer complaints and dissatisfaction on social media and review platforms and reaching out to provide assistance.
• Managing requests for information from past and present partnered lenders, using current and historic systems to access and extract relevant information.
• Ensuring compliance with regulatory timeframes and internal service levels.

The Rewards

As well as a competitive salary and a structured career path, you will benefit from working in a supportive, progressive environment with excellent development opportunities. You can also expect:

• Bespoke induction and learning programme and comprehensive ongoing training throughout your career;
• Enhanced family leave benefit;
• Life Insurance;
• Bupa Healthcare Cash Plan for you and your family;
• Opportunity to join the company pension scheme;
• 25 days holiday (plus bank holidays), increasing with length of service;
• Discounts on new vehicle, used vehicle, service and parts purchases; and
• Various perks and discounts with high street and online retailers and services.

Hendy Induction - please be advised that any new starters joining the business in their first week will be expected to attend a structured induction programme that will involve 2 days at our training academy in Portsmouth. More details will be shared at interview.

About You

• Clear, confident communication and relationship-building skills to engage effectively with customers, colleagues, regulators and lender partners.
• Strong organisation and prioritisation skills, with the ability to manage multiple complaints, queries, and deadlines accurately under pressure
• Understanding of complaints handling processes, regulatory timeframes, and service level obligations within a regulated financial environment.
• Familiarity with KPI monitoring, reporting, and using internal systems (current and historic) to investigate issues, extract data, and identify trends.

Successful candidates will be subject to appropriate pre-employment checks, including right to work verification and DBS checks.

The Company

Hendy Group is a family-run business with over 80 sites along the South Coast. At Hendy, we aim to deliver a premium experience as we have done for 165 years, all in an effort to achieve our vision of delivering 100% customer and colleague satisfaction; our forward-thinking, progressive outlook perfectly complements our values with honesty, quality, care and customer service at the heart of the company, as they have been since 1859.

If you possess the necessary experience and skills and would like to be part of Hendy Group’s success, select Apply Now.