Compliance Lead

Compliance & Partnerships Lead

Leeds Office - Full Time

Role Overview

The Compliance & Partnership Lead will act as the primary operational compliance lead supporting the Zuno teams FCA regulated activities within its role as Appointed Representative or managed service provider for current and future partners.

Working closely alongside internal stakeholders, this role is responsible for ensuring the delivery of good customer outcomes whilst meeting the regulatory expectations of both the FCA and our Principals.

The role combines operational compliance oversight, governance, quality assurance, partnership management and regulatory reporting. It acts as the key liaison between internal operational teams and external stakeholders including the Principal & Compliance team, ensuring regulatory requirements are effectively implemented whilst supporting commercial objectives.

Success within this role will be measured through regulatory compliance, quality outcomes, stakeholder confidence, operational improvements and the continued maturity of Zuno & governance frameworks.

Partnership & Principal Relationship Management

• Act as the primary day-to-day compliance contact between Zuno and key third party stakeholders.
• Develop trusted working relationships with teams internally and across partner organisations.
• Ensure partner policies, procedures and regulatory requirements are understood, implemented and embedded within teams.
• Coordinate governance meetings, action tracking and reporting commitments
• Escalate conduct risks, incidents and emerging concerns within agreed Service Level Agreements.
• Provide performance updates covering compliance, customer outcomes, quality assurance and operational risks.
• Assess and support audits, reviews and regulatory information requests Compliance & Regulatory Oversight
• Provide day-to-day compliance leadership across regulated sales activities.
• Ensure adherence with FCA requirements including Consumer Duty, GDPR and Treating Customers Fairly.
• Maintain governance dashboards, compliance reporting and regulatory management information.
• Support investigations relating to customer detriment, complaints, conduct risks and potential mis-selling.
• Ensure regulatory actions are tracked through to completion.

Quality Assurance & Sales Oversight

• Lead delivery of the Quality Assurance framework across regulated sales activities.
• Review customer interactions to ensure compliance with approved sales processes and scripts.
• Monitor QA trends, call quality, complaints and customer outcomes.
• Ensure findings translate into meaningful improvements through coaching and process changes.
• Support vulnerable customer oversight and monitoring.

Governance, Risk & Reporting

• Own operational compliance reporting across regulated activities.
• Produce governance dashboards covering complaints, incidents, QA outcomes, Consumer Duty metrics, conduct risks and emerging themes.
• Identify emerging operational and regulatory risks.
• Monitor completion of agreed actions arising from audits, governance meetings and compliance reviews.

Continuous Improvement

• Drive continual improvements across governance, compliance and operational processes.
• Support implementation of new regulatory requirements (as required)
• Review sales journeys and customer communications.
• Identify opportunities to improve efficiency whilst maintaining compliance.
• Promote a culture of ownership, accountability and continuous learning.

Skills & Experience

Essential:

• Experience working within FCA-regulated services or Appointed Representative environments.
• Strong understanding of Consumer Duty, conduct risk and customer outcome frameworks.
• Experience managing compliance monitoring, QA or governance activity.
• Experience working directly with external partners or Principals.
• Ability to interpret regulation and translate into practical operational guidance.

Desirable:

• Experience within Credit Broking or Knowledge of FCA Appointed Representative oversight models.
• Experience of working within, or supporting, SOX controls and/or SOC 2 compliance, including control design, testing, evidence collection, and audit support.
• Experience producing governance MI and Board reporting.
• Understanding of complaints, vulnerability and financial promotions.
• Experience supporting regulatory audits.

Personal Attributes

• Highly organised and self-motivated.
• Strong relationship builder.
• Pragmatic and solutions-focused with a strong attention to detail.
• Confident in challenging constructively where appropriate.
• Comfortable operating within a fast-paced, evolving business.
• Passionate about improving customer outcomes and embedding a positive compliance culture.

About Zuno

When you join Zuno, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with E.on, EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers/Watford Football Clubs – among others. Backed by Brookfield and a part of the HomeServe group, a team that works together to empower our customers' homes and lives.

Zuno offers…

• A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
• A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
• Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
• Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
• Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quiet Mark approved.
• Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group

Benefits:

• 30 days annual leave + bank holidays
• Private medical cover with Aviva
• 4 x salary Death in Service cover with Zurich
• Paid 6 months maternity pay after a year of service
• Paid paternity pay after a year of service
• Salary sacrifice pension matched up to 6%
• Ongoing training & development opportunities
• Social events

After probationary period