Complaints and Compliance Officer (Block Management)Working Hours:Monday-Friday, 37 hours per weekType: Hybrid workingSalary: £40,000pa + fantastic company benefitsJob SummaryTo carry out key tasks to effectively implement and maintain the organisations data protection, privacy, and compliance framework, and to be responsible for managing and actioning complaints.Responsibilities & Duties The Complaints and Compliance Officer (CCO) will act as a role model for delivering a high level of customer service and ensuring compliance with data protection requirements. The CCO will implement and maintain the organisations data protection, privacy, and compliance framework. The CCO will act with integrity in all business relationships and operational procedures, maintaining high ethical standards at all times. They will remain up to date with current legislation, governing bodies, regulations, and policies affecting complaints.Compliance The CCO will be the first point of contact for all compliance, privacy, and data protection enquiries, including monitoring and actioning data subject requests within regulatory guidelines, investigating data breaches, and conducting Data Privacy Impact Assessments. Advising on compliance with GDPR and relevant data protection laws, monitoring adherence to GDPR standards, and acting as a point of contact with supervisory authorities and data subjects. Creating and maintaining policies that enforce compliance with legislation, while promoting awareness of data protection measures across the organisation. Working collaboratively with other departments to deliver training on data, privacy, and compliance matters.Complaints Responsible for resolving and responding to escalated customer complaints in line with internal procedures, working collaboratively across departments and with external suppliers where necessary, while adhering to regulatory deadlines. Using strong negotiation skills to achieve positive outcomes for all parties involved. Making recommendations for compensation, redress, and gestures of goodwill within company policies. Liaising with the legal team to provide detailed case information and support where required. Communicating final responses clearly to complainants, outlining investigation findings and conclusions. Ensuring smooth handover back to relevant departments, with full details of resolutions and any required remedial actions.Reporting Developing reporting procedures and providing root cause analysis to senior leadership, identifying trends and areas for improvement. Maintaining compliance registers and ensuring accurate, timely record-keeping.Qualifications & SkillsEssential Knowledge of block management and the residential leasehold property industry Understanding of leases, service charge budgeting, and associated legislation Strong understanding of risk management practices and legislative changes Knowledge of data protection, regulation, and compliance requirements Familiarity with regulatory authorities and legislation relating to privacy, data protection, anti-money laundering, and anti-bribery and corruption Strong Excel and reporting skills Excellent written and verbal communication skills Strong time management and organisational skills Ability to liaise effectively with internal teams and external stakeholders Ability to take ownership of complaint processes and drive improvements Exceptional attention to detail Strong problem-solving skills Ability to build and maintain professional relationships Accountable and results-driven with a strong work ethicDesired Knowledge of ARMA/RICS regulations Experience in client liaison or managing client relationships TPI qualificationOrganisation OverviewThe organisation is appointed by a variety of clients to manage property-related functions under management agreements or contracts.Core responsibilities typically include: Ensuring compliance with lease terms and relevant legislation Managing the generation and collection of service charges Maintaining health and safety standards for residents Delivering high standards of client and customer serviceThe organisation operates with a strong values-driven approach, focusing on professionalism, transparency, and collaboration in all aspects of its work.Jackson Sims Recruitment, specialists in Real Estate, covering Block & Estate Management, Property Management (AST), Build to Rent (BTR), Facilities Management, Concierge, PBSA and Financial & Accounting Services, operating in London and throughout the UK. Should you be a candidate or client working in Real Estate, we have a multitude of recruitment services that can be tailored to you.JBRP1_UKTJ