Ross & Roberts - part of the

Job Description:

Date: July 20223
Job Title: Compliance & Customer Assurance Manager

Enforcement specialises in debt collection and related services for local authority and private sector clients. It operates as Equita and Ross & Roberts in England and Wales and Stirling Park in Scotland.

The Compliance & Customer Assurance Manager is responsible for supporting the complaints & SAR handling function and compliance monitoring processes in the business. The role drives business improvements through the compliance and complaint escalation and resolution processes and drives continuous improvement through root cause analysis. The role ensures Enforcement works to TCF principles, driving good customer outcomes.

Role Description & Purpose

  • Support the complaints function professionally and promptly in accordance with prescribed timescales, ensuring they are dealt with in a commercial, timely and fair manner whilst minimising the financial exposure to the business, using TCF principles
  • Undertake the professional response to SAR’s in accordance with prescribed procedures and timelines
  • Ensure all processes and procedures undertaken to deliver the above points are fully and accurately documented
  • Identify, report, and escalate issues promptly, accurately, and effectively to the Head of Operational Compliance, TCF & CA and ensure adequate prompt follow up / remedial action is undertaken
  • Assist in ensuring all compliance, complaint & SAR processes and procedures are efficient and effective, regularly reviewed, properly documented, and implemented within Enforcement. Focused and tailored to the entire business (including Stirling Park), whilst also complying with external requirements


  • Excellent communication and interpersonal skills demonstrating the ability to relate professionally to staff at all levels, customers, and clients
  • Able to act with confidentiality, tact, and discretion, especially when working from a home environment
  • Advanced knowledge of Civica and Windebt systems
  • Understanding Enforcement Industry policies and procedures
  • Ability to make data-based decisions
  • Working knowledge of excel
  • Intermediate resource modelling skills
  • Organisation & detail orientated
  • Confidentiality
  • Judgement and rationalisation
  • Empathy
  • Problem solving


  • A competitive basic salary
  • 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
  • Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
  • Home based role, with requirement to travel to Ross & Roberts and Client locations
  • #LI-Remote

You’ll get the chance to follow your chosen career path anywhere in Ross & Roberts. You’ll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

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Following our recent sale and new ownership, Equita, Ross & Roberts and Stirling Park are now collectively the Omexus Group. There will be no changes to operations and it’s business as usual – with the benefit of a new group name to mark a new era.
We continue to trade as Equita Ltd, Ross & Roberts Ltd and Stirling Park LLP