Compliance & Escalations Manager | London | Permanent

Salary: £35,188 - £47,335(Dependent on experience)

Shifts: Monday to Friday, 40 hours

Benefits and perks:

• An impressive holiday allowance that rises in line with your years of service.
• Additional day off for your birthday so you can celebrate in style.
• Death in Service allowance to ensure your loved ones are provided for in the event of tragedy.
• Spend those crucial moments with your new-born baby with our enhanced Maternity and Paternity leave.
• Complimentary day of annual leave to cherish unmissable family moments – could be graduation, first day of school.
• Look after your wellbeing with access to a health and wellness program.
• Make the most of ‘Medicash Perks at Work’ – a tool for CitySprint colleagues to enjoy a variety of high-street discounts and rewards.
• Our ride to work scheme means you can keep fit while saving money – what’s not to like?

CitySprint is on a Fast track to become the UK’s leading courier services provider, with current market domination of the Same day service areas already.

Through regular investment in our people, our service offering and our customer proposition, we are paving the way for courier services to be more intuitive, more capable, and more responsive to our customers’ needs than ever before!

Being this awesome takes a lot of hard work and commitment to our company values and vision. So naturally we need to secure top-notch Operations Coordinator to ensure we continue growing and improving every day.

This is where you come in!

As a Compliance & Escalations Manager you will play a key role in upholding CitySprint’s compliance standards while supporting the continued growth and integrity of our self-employed courier fleet.This role leads the operational delivery of courier compliance, incident resolution, and escalation management across the courier network.

This is a hands-on role managing a small team of Compliance Administrators and working cross-functionally with operational and commercial teams to quickly identify and resolve incidents, analyse trends, and drive improvements. You will be responsible for ensuring that all processes meet internal policies and legal requirements, while contributing to a best-in-class courier experience and helping to embed CitySprint as a ‘Partner of Choice’.

Key Responsibilities of the Compliance & Escalations Manager role :

• Lead daily operational delivery of courier compliance across the fleet, ensuring alignment with internal policies, legal requirements, and CitySprint standards.
• Manage and support two Administrators, fostering a high-performance culture through coaching, clear objectives, and development.
• Serve as first point of contact for courier incidents, escalations, onboarding compliance, and conduct concerns.
• Oversee Serious Incident Reports (SIRs), collaborating with stakeholders to investigate, document, and resolve issues promptly.
• Manage the end-to-end Penalty Charge Notice (PCN) process, supporting managers with disciplinary actions to reduce costs.
• Analyse incident and compliance data to identify risks and trends, providing regular reports to the Head of Courier.
• Maintain internal tracking systems and ensure audit-readiness for compliance management.
• Coordinate the creation and delivery of tailored eLearning for self-employed couriers to improve knowledge and service quality.
• Manage accident claims via CitySprint’s insurance, ensuring efficient processing and communication.
• Optimise compliance processes to balance operational efficiency with regulatory standards, supporting fleet growth.
• Promote a culture of transparency, accountability, and compliance, reinforcing CitySprint’s values and reputation.

What We’re Looking For:

• Proven experience in compliance, risk, or incident management, preferably within logistics, transport, or courier services.
• Strong people management skills with a focus on coaching, performance improvement, and resolving complex escalations objectively.
• Proficient in Microsoft Office and internal systems for tracking, reporting, and documentation.
• Good understanding of fleet operations, service delivery risks, and regulatory compliance.
• Skilled in data analysis, root cause investigation, and using insights to drive change.
• Excellent communication, conflict resolution, and stakeholder coordination abilities.
• Experienced in report writing, compliance tracking, and managing high-volume workloads.
• Familiarity with eLearning platforms and content management systems.
• High attention to detail and accuracy.

The successful candidate will be required to undergo a DBS check as part of the recruitment process. Conditional job offers are subject to a satisfactory DBS check.

If you’re ready to take on a rewarding challenge and grow your career with a market leading company, we’d love to hear from you. Apply today and become part of the CitySprint family!