Professional, Monitoring & Operations

Why this job matters

•    Provide assurance to BT/EE that regulatory controls across Sales and Service are adhered to
•    Supporting quality and compliance standards  
•    Working with the quality and compliance teams within Consumer and Group 

What you’ll be doing 

•    Protect the brand through adherence to key regulatory requirements and company policy;
•    Delivering Monitoring activity across various Group business areas
•    Deliver FCA Outcome testing and other monitoring tailored to other business areas 
•    Follow agreed compliance checking model and provide detailed feedback to the recipient
•    Ability to escalate compliance findings should action to resolve not be put in place;
•    Provide findings and risk trends resulting from checking activity, reporting concerns to Line Manager
•    Support Compliance programs delivered through new business activities. 

The skills and experience you’ll have under your belt

• Minimum 3 years’ experience in core compliance function or regular assurance audit activities is mandatory;
• Preferred immediate joiners or max 30 to 60 days notice period candidates;
•    IAPP CIPP/E or CIPM certification is mandatory;
  •    Excellent communication skills;
  •    Strong observational skills;
  •    Robust feedback and coaching ability;
  •    Detailed and thorough;
  •    Strong regulatory and policy knowledge;
  •    Demonstrate risk awareness;
  •    Channel awareness: Retail, Franchise Contact Centre and Digital; Complaints and Payment Support 
  •    Ability to engage key stakeholders e.g.:  Team Manager, Assurance Team, Monitoring and Operations Leadership team; Accountable Channel owners
  •    Excellent Time Management; 
  •    Great at working under pressure;
  •    Key system and PC skills:  Microsoft Excel, Word, Forms, Power Apps, and NICE playback.

Preferred:
•    ISO certification;
•    Retail experience;
•    Knowledge of GDPR, DPDPA, SPDI 2011 Rules etc.
•    Online compliance experience;
•    Contact Centre experience.

IAPP CIPP/E or CIPM or ISO certification;

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled.  As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 
 
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 
 
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.  
 
Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.