Complaints and Compliance Officer

Complaints & Compliance Officer

PMR are partnering with a well established residential property management organisation to recruit an experienced Complaints & Compliance Officer.

This is a key position within the business, responsible for overseeing complaints management while ensuring the organisation maintains robust compliance, data protection and regulatory processes. The successful candidate will play an important role in safeguarding regulatory standards, improving internal processes and ensuring residents and stakeholders receive fair, transparent and professional complaint resolution.

This role would suit someone with strong knowledge of the residential leasehold sector, excellent written communication skills and a structured approach to compliance and risk management.

The Role

As Complaints & Compliance Officer, you will act as the central point of contact for complaints, data protection and regulatory compliance matters across the organisation.

Working closely with internal teams and senior leadership, you will manage complex complaint investigations, ensure regulatory deadlines are met and support the development of policies and procedures that strengthen compliance across the business.

The role requires strong analytical thinking, excellent attention to detail and the ability to communicate complex issues clearly and professionally.

Key Responsibilities

• Manage and investigate escalated customer complaints in line with company procedures and regulatory timeframes.
• Work collaboratively with internal departments and external suppliers to gather information and resolve cases effectively.
• Communicate clearly with complainants, providing well-structured written responses and final outcome letters.
• Assess cases objectively and make recommendations regarding compensation, redress or gestures of goodwill where appropriate.
• Liaise with legal teams where necessary, supporting with documentation for pre-legal correspondence or formal action.
• Ensure complaints are formally closed with appropriate documentation and any required remedial actions are completed.

• Act as the first point of contact for compliance, privacy and data protection queries across the organisation.
• Manage and respond to Data Subject Access Requests (DSARs) within regulatory deadlines.
• Investigate and report data breaches where required.
• Conduct Data Protection Impact Assessments and maintain relevant documentation.
• Monitor adherence to GDPR and data protection legislation, ensuring best practice is maintained across the business.
• Develop and maintain internal policies that support compliance with relevant legislation.
• Deliver or coordinate training and awareness programmes relating to compliance, privacy and data protection.

• Maintain compliance registers and ensure accurate records are kept.
• Produce regular reports for senior management highlighting complaints trends, root causes and potential risks.
• Identify opportunities to strengthen internal processes and improve complaint resolution procedures.
• Support the wider business in maintaining strong risk management and compliance frameworks.

The Person

Our client is looking for a professional who combines strong regulatory awareness with excellent communication skills and the ability to manage sensitive issues with care and professionalism.

You will ideally have:

• Experience within block management or the residential leasehold property sector.
• Knowledge of leases, service charges and associated legislation.
• A solid understanding of risk management and regulatory compliance practices.
• Knowledge of data protection regulations including GDPR.
• Familiarity with compliance frameworks such as AML, Anti Bribery and regulatory governance.
• Strong analytical and reporting skills, including good Excel capability.
• Excellent written communication and professional letter writing ability.
• Strong organisational skills and the ability to manage deadlines effectively.
• Exceptional attention to detail and a structured approach to problem solving.
• Confidence working with multiple stakeholders across the business.

Desirable

• Knowledge of TPI or RICS regulatory frameworks
• Experience managing client or resident relationships

Why This Role?

This position offers the opportunity to play a key role in strengthening compliance standards and improving customer outcomes within a respected property management organisation.

You will gain exposure to senior leadership while helping shape best practice in complaints handling, compliance and regulatory governance across the business.