Job ref: 210983
TPR grade: R&O 9 – Lead Associate
About us
More than half the UK working population rely on The Pensions Regulator (TPR) to regulate their retirement savings. With a career at TPR, you’ll be joining an organisation that will impact on millions of lives for decades to come.
Everyone at TPR plays an important role in helping to keep more than £2 trillion of savings safe. We’re committed to bringing people into TPR who are ready to make a difference and put UK savers at the heart of what we do.
It is important to us that TPR remains a great place to work. We do all we can to help our people reach their full potential with learning, secondment, and development opportunities. We put our 900+ employees first, supporting flexible working and offer a diverse, lively, and inclusive environment. This includes our Disability Network, Family Network, LGBT+ Network (Proud), Minority Ethnic (ME) Network and Women’s Network, which offer spaces to connect.
Our new corporate strategy outlines a bold and challenging vision of how pensions regulation should evolve to keep pace with a change in the scale and nature of the industry. We are at the start of that journey. Join us to find out what part you can play.
We operate a hybrid working model, with regular attendance in our Brighton office to connect with colleagues across the business.
Role
We’re looking for a Compliance and Complaints Lead Associate to join our Enterprise Compliance and Complaints team. This team is part of the Enterprise Compliance and Counter Fraud function (ECCF), which safeguards our organisation and its people by enforcing compliance with legal, ethical, and regulatory responsibilities. The team handles staff whistleblowing, external complaints, management of gifts and hospitality, conflicts of interest, requests to deal, and the Government Functional Standards compliance processes. The activities carried out within the team are considered ‘Mandatory Enabling’ in our corporate prioritisation framework.
This is a fantastic opportunity to be part of a dynamic and impactful team that plays a crucial role in maintaining the integrity and ethical standards of our organisation. Joining our team means you will have the chance to influence and shape compliance practices, work with a diverse group of stakeholders, and contribute to a culture of continuous improvement. If you are passionate about compliance and looking for a role where you can make a real difference, this is the perfect opportunity for you.
As a Complaints and Compliance Lead Associate, you will support the design, embedment, and coordination of our compliance framework. You will be responsible for consolidating, improving, and managing compliance processes and policies, engaging with all levels of the organisation to ensure strategic and corporate objectives are met.
Responsibilities
- Compliance Framework Delivery: Act as a point of contact for all matters related to the Enterprise Compliance and Complaints team activity for stakeholders across TPR. Be responsible for the delivery and embedment of TPR’s compliance framework in line with internal policies, processes, and timescales, as well as the timely completion of complaints investigations and responses.
- Stakeholder Engagement: Frequently challenge stakeholders at all levels on non-compliance and insufficient risk management. Produce regular reports to highlight failures and assess trends.
- Education and Learning: Design and deliver education and learning programs on governance and compliance best practices. Lead the continuous improvement program to enhance risk management and compliance maturity.
- Register of Obligations Management: Manage the Register of Obligations, ensuring compliance with legal, regulatory, and ethical requirements.
- Staff Whistleblowing Processes: Oversee the TPR staff whistleblowing, gifts and hospitality, conflicts of interest, and request to deal processes and policies. Monitor, assess, and respond to reports in line with the agreed ways of working and SLAs, including managing pushback and escalation as appropriate.
- Complaints Handling: Handle internal and external complaints within agreed timescales, proactively identify improvement opportunities, and lead their delivery.
- Government Functional Standards Compliance: Oversee compliance with Government Functional Standards to support consistent and coherent ways of working.
Essential criteria
- Demonstrable ability to conduct formal and informal investigations, experience in identifying the root cause of issues, and delivery of investigation outcome reports.
- Ability to analyse compliance gaps and determine operational risk indicators from complaints and employee attestations, ensuring lessons learned are fed directly back into the originating area.
- Proven ability to develop effective working relationships and communicate clearly/confidently to all stakeholders, both orally and in writing; to influence thinking and to indirectly manage the actions of others.
- Effective time management skills: the ability to manage a demanding workload of multiple projects to tight timescales with multiple stakeholders with minimal supervision.
- Experience in complaints management and/or in a similar external-facing customer service role.
Person specification
- Proactive and flexible.
- Ability to prioritise and use initiative.
- Problem solving and analytical skills.
- Written and verbal communication skills at all levels.
- Excellent attention to detail and accuracy.
Salary and benefits
As well as a salary starting from £35,598, we offer:
- Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
- discretionary bonus arrangements
- access to performance related pay progression
- 25 days annual leave provision
- flexible working arrangements
- development opportunities
- enhanced parental leave arrangements
- a free employee assistance programme
- an excellent office location in Brighton
How to apply
To apply please email recruitmentteam@tpr.gov.uk quoting role reference number 210983 along with:
- a covering letter with details of how your skills and experience meet the role requirements
- a copy of your CV
- details of your notice period
Current employees in their first 12 months of employment who want to apply for this vacancy should first contact their line manager to discuss their application.
We are an inclusive employer and offer equal opportunities regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex and sexual orientation.
As a Disability Confident employer, we’re committed to the recruitment, employment, retention and development of people with disabilities and to improving their employment opportunities. Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.
Due to the nature of this role we can consider applications at a minimum of 25 hours per week. If you want your application to be considered as part of a job share, please apply with the hours you are available to work.
In accordance with Home Office guidance, the successful candidate will be required to provide their right to work in the UK before they start employment. Unfortunately, TPR is not able to offer sponsorship at the time. TPR is a UK-based organisation with a working location in Brighton, candidates must live in the UK to be employed by us.
TPR is an arm’s length government body and part of the public service.
Any offer of employment will be subject to the receipt of satisfactory background screening checks and criminal record checks (BPSS).
If you have any queries about this role, or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email recruitmentteam@tpr.gov.uk.