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Technical Regulatory Manager

Audit Risk and Compliance

Job Number: 20872

Location: Warrington Contact Centre (1604)

Contract: Full Time / Permanent


Technical Regulatory Manager

Technical Regulatory Manager

Dixons Carphone Contact Centre, Kelvin Close, Birchwood, WA3 7PB

Monday-Friday 9am-5.30pm, permanent

Salary Negotiable 


The role

We are looking for a Technical Regulatory Manager to provide the MI, governance and support always improving efficiency, automating wherever possible whilst ensuring the right customer outcomes are always at the centre of our function.  

The Technical Regulatory Manager will play a critical role in the end to end customer experience policies and procedures pre and post-sale, ultimately making sure that we operate compliantly within FCA and CBI guidelines and have customers at the heart of our business when delivering service propositions, initiatives and continuous improvement.

You will:

•    Manage TKH post sales customer experience policies and procedures that adhere to UK and ROI regulatory requirements. Takes into account regulatory changes customer insight, colleague feedback, system capability and external trends.
•    Support the business as usual from a customer experience view of UK&I, ROI, ESH and TKH end to end
•    Provides the right level of supervision to the Prescribed Script Functions and new entrants to comply with Minimum Competency Code
•    Delivers and manages regulatory training to the Prescribed Script Functions and new entrants
•    Understands the regulatory obligations in relation to claims and complaints handling for both UK and ROI 
•    Develop the appropriate MI to be shared locally to continually improve post sales customer experiences and adapt changes into relevant training and procedures 
•    Maintain comprehensive training records for all staff who comply to the Minimum Competency Code and Prescribed Script Functions

You will need:

•    Experience of working within regulation and compliance
•    Passion for customer service and customer experience
•    Structured, logical and detailed thinker with the ability to think pragmatically and propose solutions
•    A high level of personal impact and influencing capability
•    Structured, an eye for detail
•    One of the following qualifications; 
          - Certified Insurance Practitioner (The Insurance Institute of Ireland), 
          - Associate or Fellow of the Chartered Insurance Institute,
          - Accredited Product Adviser (Personal General Insurance)(Institute of Banking School of Professional Finance, LIA and The Insurance Institute of Ireland), 
          - Accredited Product Professional (Personal General Insurance) (National College of Ireland) 

Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.