Complaints and Compliance Officer

Onebright is the personalised mental healthcare company building a brighter way to provide life-changing support for people around the world. We work with everyone from insurance providers and companies to GP's and individuals to get people the support they need to feel better.

Onebright is now the fastest growing provider of private outpatient mental health services across a continuum of care, and the leading outpatient mental healthcare company in the UK for patient referrals. We remain exclusively focused on mental health – dedicating all our energy and investment into improving end-to-end services for employees’ mental health.

As a Compliance and complaints coordinator You will provide pro-active complaints management and administrative support to our clients, therapists, referrers, and any other relevant stakeholders. You will also provide pro-active DSAR & data events management, incident & breach administrative support to our clients, therapists, and referrers.

You will be required to:

• Record and manage all complaints in line with the business complaints handling procedure and the QA framework.
• Ensure that there is documented evidence to support the outcome of every complaint and assessment and that findings are accurately recorded.
• Support with the delivery of internal audits.
• Monitor the DPO email inbox for all incoming privacy queries and requests and be the first point of contact in this respect.
• Prepare responses to data subject access requests (DSARs) reviewing internal systems to identify personal data and compiling a complete response comprising all relevant documentation.
• Liaise with the Information Commissioners Office, as may be required.
• Maintain records to assist with data processing audits.
• Effectively engage with the business and service providers to ensure statutory deadlines are met.
• Respond to and manage data breach incidents.

Qualifications and Experience:

• Proficient in IT systems including Microsoft office and comfortable with CRM packages.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary service standards
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Ability to work as part of a team, encouraging open discussion of issues, evaluating, developing, and improving others to be the best they can be. 
• Self-driven with the ability to use time effectively to prioritise, plan and organise workload to meet the diverse needs of the organisation on a day-to-day basis.

"Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Onebright we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles."

Additional Information

• For further information please call the Onebright Recruitment Team on for more information.
• Should you wish to discuss any reasonable adjustments or assistance you might need in the application or interview process, please contact our Recruitment Team and we will seek advice from our HR Team how best to support you.
• Please note, all applicants must be legally entitled to accept and perform work in the UK and all positions are subject to a Satisfactory DBS and Credit check.