First Customer Contact Ltd
Compliance Manager
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Compliance Manager - 12 month Fixed Term Contract
Salary: £40,000 - £50,000 (37.5 hour contract)
Who are we?
First Customer Contact sits at the heart of FirstGroup’s commitment to delivering outstanding customer experiences. As an established, multi‑brand contact centre, we support millions of passengers across First Rail’s operations, including Great Western Railway, Avanti West Coast, Hull Trains and Lumo. Our teams play a vital role in helping customers travel with confidence across intercity, commuter, regional and sleeper services.
We use industry‑leading systems and a continually evolving service model to ensure every customer receives timely, accurate and empathetic support. From compensation and complaints handling to group travel, assisted travel services, retail sales, fraud prevention and quality assurance, our specialist teams manage a wide range of customer needs with professionalism and care.
As part of FirstGroup, one of the UK’s leading rail operators and one of the country’s biggest transport employers, First Customer Contact contributes to a wider mission: making travel simpler, more reliable and more sustainable. With circa 30,000 colleagues across the UK and Ireland, FirstGroup is committed to reducing environmental impact and delivering transport services that help people move better every day.
About the job
The Business Integrity & Compliance Team is responsible for data protection, information security, governance, risk management, and quality compliance across FCC. The team provides assurance and guidance to ensure compliance with legal, regulatory, and certification requirements while promoting a culture of integrity and continuous improvement.
Reporting to the Head of Business Integrity & Compliance, this role is responsible for the day-to-day management of Data Protection, Information Security, Risk, and Quality Management activities. The role supports compliance with UK GDPR, information security requirements, and internal governance standards.
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Key responsibilities include maintaining FCC's ISO 27001 Information Security Management System (ISMS) and ISO 9001 Quality Management System (QMS), managing Data Subject Rights Requests (DSARs), Data Protection Impact Assessments (DPIAs), compliance monitoring, incident management, third-party assurance, and audit activities.
The role will also maintain compliance and information security risk registers, oversee remediation actions, monitor emerging risks, and provide management reporting to support effective governance and decision-making across the business.
Your main responsibilities will be:
- Data Protection, Compliance, Information Security, Risk Management, or Governance roles.
- Implementing knowledge of UK GDPR, the Data Protection Act 2018, and privacy best practices.
- Managing Data Subject Rights Requests (DSARs), Data Protection Impact Assessments (DPIAs), and data breach investigations.
- Maintaining and supporting certified management systems, including ISO 27001 and ISO 9001.
- Maintaining risk registers and managing compliance, information security, and operational risks.
- Planning and delivering internal audits, compliance monitoring, and assurance activities.
- Managing corrective actions and driving continuous improvement initiatives.
- Understanding information security principles, controls, and risk management methodologies.
- Working with third-party suppliers and conducting compliance or security due diligence assessments.
As a minimum, you will need to have:
- Strong analytical and problem-solving skills.
- Excellent attention to detail and ability to interpret regulatory requirements.
- Strong written and verbal communication skills, including report writing and presenting management information.
- Ability to influence and engage stakeholders at all levels of the organisation.
- Strong organisational skills with the ability to manage multiple priorities.
- Ability to work independently and exercise sound judgement.
- Proactive approach to identifying and mitigating risks.
- Commitment to high standards of integrity, professionalism, and confidentiality.
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About the location
Sheffield city centre. Ten minutes’ walk from Sheffield Station. Travel to other UK locations as appropriate.
Working pattern
37.5 hours per week
Benefits
We believe great work deserves great rewards. That’s why we offer a comprehensive benefits package designed to support your lifestyle, well-being, and future:
- Competitive Pay - We offer a salary that reflects your skills, experience, and the valuable contribution you’ll make to our team.
- Free Bus Travel – Complimentary travel on FirstGroup buses for you after 1 month of service.
- Discounted Train Travel – Enjoy all day travel for you and your family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains and Lumo after 6 months of service.
- Generous Holiday Allowance – 25 days of annual leave plus public holidays.
- Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme.
- First Xclusives Discount Scheme – Unlock over 3,000 deals on high street brands, cinema tickets, flights, holidays, and more.
- 24/7 Employee Assistance Programme - Confidential support whenever you need it, because your wellbeing matters.
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