Why Join Us

Joining Sainsbury’s as a Risk & Compliance Manager within the Customer Contact team gives you a unique opportunity to influence how we deliver safe, compliant, and resilient customer service across our retail brands. You’ll play a key role in strengthening our risk and compliance framework, building strong stakeholder relationships, and ensuring our operational activity supports excellent customer experiences.

You’ll join a business that values innovation, accountability, and being human. With access to a wide range of personal development tools, learning resources, mentoring, and supportive colleagues across the wider Sainsbury’s Risk and Compliance network, you’ll have everything you need to grow and make a meaningful impact.

What you’ll do

In this role, you will:

Create, maintain, and continually improve the Customer Contact risk register, ensuring risks across both onshore and offshore operations are fully assessed and clearly documented. Work closely with senior leaders to govern and review risks, ensuring mitigation plans are in place and escalating concerns to teams such as Data Governance, Infosec and the Emergency Control Room. Own the compliance framework, defining expectations, creating a compliance manual, and ensuring key processes (including ID&V and Subject Access Requests) are fully embedded across all sites, including offshore partners. Monitor and oversee compliance performance with Outsource partners — both onshore and offshore — ensuring standards are consistently met through structured audits and regular reviews. Maintain and update Business Continuity Plans and playbooks, leading scenario tests with both internal teams and offshore partners, and presenting findings and recommendations to senior leadership. Act as the central point of contact for internal audit activity, managing action logs and tracking progress through to completion. Lead Customer Contact’s PCI responsibilities, supporting QSA audits, assessing business changes for PCI impact, and representing the team in the PCI steering group. Provide governance, structure, and communication rhythms that ensure clear alignment, accountability, and adherence to Sainsbury’s valued behaviours across both onshore and offshore teams (occasional offshore travel required). 

 

Who you are

You are someone who:

Brings strong experience in developing and maintaining risk registers, with the ability to identify, assess and track risks effectively (essential) Has an excellent understanding of Contact Centre processes, systems, and operational controls (essential) Demonstrates a solid understanding and practical application of PCI DSS compliance requirements (essential) Has hands‑on experience managing Business Continuity Plans, including designing and delivering scenario tests (essential) Communicates confidently and clearly, able to influence and engage senior stakeholders up to Director level Is comfortable challenging constructively to ensure risks, mitigations and compliance expectations are fully understood Thrives in a fast‑paced environment, managing multiple priorities while maintaining structure, quality, and accuracy Brings strong problem‑solving skills, with the ability to investigate issues, interpret findings and propose effective solutions