To lead and manage the Compliance Support team responsible for overseeing the ongoing compliance of all organisations actively participating in the FareShare Go programme after their probation period. The role ensures that compliance-related contacts and case work are handled in line with organisational standards and contributes to the development and implementation of compliance processes to ensure a consistent, high-quality experience for partner organisations.,

Manages the daily operations of the Compliance Support team ensuring compliance case work and customer contacts are managed efficiently and professionally
Leads the monitoring of service quality, compliance outcomes and performance against agreed KPIs
Track, analyse and report on key performance metrics, using data-driven insights to identify trends, performance gaps and opportunities for improvement
Provide programme managers with feedback and insights from the Compliance Support Team to develop the compliance function and the development of the wider Customer Support Team
Identifies operational improvements to compliance processes and team workflows
Escalates complex compliance issues or risks to senior management when required and supports resolution
Support the development and implementation of compliance processes that align with organisational goals, customer service standards and regulatory expectations

1 The Felix Project jobs in England & Wales