Compliance & Revenue Analyst

Stoke on Trent, Staffordshire
  1. Full Time
  2. Contact Center
Posting date:15 Apr, 2019

Compliance & Revenue Analyst
Monday-Friday 9-5 (37.5 hrs per week)
Location:   Stoke
Competitive Salary & Benefits

The Compliance & Revenue Analyst role will be supporting the Compliance Specialist to drive commercial and operational performance across Acquisition and Retention, with specific focus on commercial compliance, leakage reduction and keeping our promises to customers. The Compliance & Revenue Analyst will need to work across all Consumer Sales channels.


You will help define, implement and manage the required reporting, processes and governance to ensure compliance is fully embedded in the DNA of Consumer Sales, with rigorous focus on improving our customer metrics while reducing complaint volume, lost revenue and commercial risk. You will work with a variety of stakeholders including Senior leaders, the Customer Insight team, Customer Journey Managers, Customer Relations and the Quality team to deliver robust strategic plans in customer metrics, including complaint reduction and revenue leakage among others.

Key Accountabilities;
  • Support the design and implementation of a Compliance strategy for Consumer Sales to reduce volume of complaints and leakage given to rectify issues created at point of sale
  • Manage Complaints and FBL reduction plan
  • Deliver a robust plan to reduce revenue leakage
  • Ownership of regulatory compliance including quality checklists
  • Producing regular insight into customer and people trends that impact customer experience
  • Delivery of quality improvement plan
  • Responsibility for managing the interface between cross functional stakeholders including Corporate Security ,Finance, Credit Risk and key Risk Managers
  • Accountable for identifying opportunities to reduce risk
  • Accountability for ensuring we are compliant with OFCOM

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