Summary
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Location
Birmingham, Glasgow, Leeds, London, Manchester
Job Type
Full Time
Posted Date
13-May-2025
Ref #
66736
This role sits within the Customer Contact Compliance function of VMO2 and will support in creating and maintaining an environment where senior management and operational teams consistently meet regulatory obligations under both FCA and Ofcom frameworks, while also improving operational efficiency and finding opportunities to streamline processes and reduce costs.
This is a hands-on, solutions-focused role ideal for someone with a strong regulatory background and a commercial mindset, capable of balancing compliance oversight with continuous improvement delivery across complex operational environments.
Who we are
The UK's fastest broadband network. The nation's best-loved mobile brand. And, one of the UK's biggest companies too!
Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.
Together, we are Virgin Media O2, and we can't wait to see what you can do.
Accessible, inclusive and equitable for all
Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.
The must haves
In order to be considered, you must have the following experience;
We'd also love you to bring;
Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you'd like to. These are designed to support both you and your loved ones, making sure that you're covered no matter what life throws your way.
Next steps
If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a Competency-based interview.
When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.
#LI-RS1
Press space or enter keys to toggle section visibility
Location
Birmingham, Glasgow, Leeds, London, Manchester
Job Type
Full Time
Posted Date
13-May-2025
Ref #
66736
This role sits within the Customer Contact Compliance function of VMO2 and will support in creating and maintaining an environment where senior management and operational teams consistently meet regulatory obligations under both FCA and Ofcom frameworks, while also improving operational efficiency and finding opportunities to streamline processes and reduce costs.
This is a hands-on, solutions-focused role ideal for someone with a strong regulatory background and a commercial mindset, capable of balancing compliance oversight with continuous improvement delivery across complex operational environments.
Who we are
The UK's fastest broadband network. The nation's best-loved mobile brand. And, one of the UK's biggest companies too!
Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.
Together, we are Virgin Media O2, and we can't wait to see what you can do.
Accessible, inclusive and equitable for all
Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.
The must haves
In order to be considered, you must have the following experience;
- Subject Matter Expert (SME) in FCA regulation (including Consumer Credit, Insurance Conduct, SMCR) and Ofcom General Conditions applicable to customer contact.
- Proven experience in project managing regulatory change from an operational perspective.
- Demonstrable experience in responding to regulatory information requests (e.g., FCA, Ofcom, or FOS).
- Extensive experience project managing continuous improvement initiatives across operational teams.
- SME in Regulatory Complaints Management, including root cause analysis and customer harm assessments.
- SME in designing, implementing, and embedding regulatory monitoring frameworks within customer contact operations.
We'd also love you to bring;
- A commercial approach with a focus on operational cost savings without compromising compliance.
- Experience improving operational workflows, customer journeys, or quality monitoring through automation or digitisation.
- Excellent communication and influencing skills - able to work cross-functionally and with senior collaborators.
Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you'd like to. These are designed to support both you and your loved ones, making sure that you're covered no matter what life throws your way.
Next steps
If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a Competency-based interview.
When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.
#LI-RS1