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GDPR Support Analyst - 6 Month Secondment

Any of our offices

Role OVO-View

Team: Customer & Quality Assurance

Salary banding: 

Contract type: OVO / Joint Agreement

Experience: Mid-level

Working pattern: Full-Time 

Reporting to: Customer & Quality Assurance Governance Specialist

Talent Acquisition contact: Ellie Cadman

This role in 3 words:  Resolver, Unblocker, Dependable

Top 3 qualities for this role: Regulation, Unblocker, Dependable 

Closing date: 20th November at 5pm

 

Your next OVO adventure:

At OVO, we recognise that great people are already working with us across all of our brands. Find out more below about whether this role might be the next part of your OVO adventure.

You may not have all of the skills and experience boxes ticked, but if you think you have much of what we’re looking for, then we’d love to hear from you.

 

This role in a nutshell:

This is an important role ensuring that we remain compliant with the GDPR regulations by processing requests in line with regulatory SLAs.  As our GDPR Support Analyst, you'll be responsible for triaging queries related to the processing of Customer and Advisor requests under the GDPR regulations.  This  includes Subject Access Requests (SARs) and Sensitive Data Removal (SDR). You will be the first point of contact for our GDPR team currently offshore ensuring they have the necessary information to complete the tasks within SLA. You'll build the kind of relationship where colleagues feel comfortable flagging problems early and you are able to provide feedback confidently, identifying opportunities to improve the process and work closely with your manager to make improvements.

Escalation:  Using your experience and knowledge of the regulations you will support the team to resolve queries and escalate any complex cases requiring additional assistance to the central Risk, Audit and Privacy team in a timely way. You will ensure that the training material is kept up to date with any changes to regulation or policy that the team makes you aware of as new scenarios.

Quality and Training: You'll work closely with the Quality Assurance team to identify opportunities to improve knowledge within the GDPR team and feedback any learnings to the relevant team managers and ensure any customer impacting issues are rectified.

SLA Delivery: You will proactively monitor the work queues and ensure that there is sufficient resource to meet the demand working the more complex cases personally with support from the central Privacy team. At peak times you will be required to support the team by working cases and supporting other colleagues who are asked to step in and assist.

Sensitive Data Removals (SDRs): You'll also resolve Sensitive Data Removal requests - cases where personal or sensitive data needs to be identified and removed from our systems. You will support the transition of the simpler cases to the GDPR team retaining responsibility for the more complex cases, raising and tracking any IT requests where technical support is required

 

Your key outcomes will be

Escalation & Query Resolution

  • First Line Response: Resolve queries raised by Advisors (e.g. identity checks, data scope, legacy archive access, DCA/third-party data requests) within an agreed same/next-day turnaround.
  • Escalation: Identify queries that need Central Privacy team input, escalate with clear context and track them through to a resolution the offshore team can take action on.  Track queries and Tech Support tickets to ensure that they are progressed effectively maintaining a log for audit purposes.

SLA Ownership

  • SLA Monitoring: Own the SAR and SDR SLA trackers; proactively flagging cases approaching or past their deadline and the reasons for any delay.
  • Trend Reporting: Surface recurring query types or delay causes back to the wider GDPR & Disputes team so process or training gaps can be fixed at source.
  • SDR: Action 100% of Sensitive Data Removal requests within 30 business days of receipt providing feedback on cases raised in error and ensuring the accounts are referred to the appropriate team in a timely manner.
  • Tech Tickets: Raising the relevant ask OVO tickets when a technical issue arises and tracking these tickets to resolution - escalating delays where necessary.


Process Improvement

  • Closed Loop Feedback: Be the reliable point of contact for query resolution, building relationships that surface problems early rather than at deadline.
  • Calibration: Help the GDPR team understand decisions and increase their knowledge so fewer similar queries need escalating over time.
  • Support: Work with the C&QA Governance Specialist to identify and advise Care Operations on ways to improve the quality of requests reducing error rates and delays.
  •  Guidance and Training Material: Work with QA and L&D team to ensure that the QA guidance and any supporting work instructions or training material is up to date and reflective of the current policy and regulation.

 

 

Within your first month you’ll:

  • Get System Access: Get set up on OneTrust, Cloudflare, Orion/Salesforce, GenesysCloud, and the other systems named in the SAR Working Instructions - and confirm who to contact (Privacy Rights Team) for anything missing.
  • Learn the Process End-to-End: Work through the Subject Access Request Working Instructions and shadow a live case from Day+1 through to closure and quality check.
  • Meet the Offshore Teams: Introduce yourself to the SAR teams, and to the current onshore support contacts, to understand how queries currently get raised and answered.
  • Review the Current Backlog & SLA Position: Go through the live SAR SLA tracker, understand which cases are at risk, and why (multi-account requests, large call volumes, long time ranges, DCA delays).
  • Understand the Escalation Route: Meet the DPO/Privacy team and agree what should be escalated to them versus resolved onshore.
  • Review Recent Query History: Read through recent entries in the SAR support log to see the kinds of questions offshore teams actually raise, and how they've been answered so far.
  • Identify Immediate Wins: Look for a quick process or documentation fix that removes a recurring query type from the queue.

 

You’ll be successful in this role if you…

  • Patient and Supportive Approach: Provide GDPR teams a clear, confident answer quickly, rather than escalating and patiently explain in easy to follow language the next action.
  • Confidence in your subject: Recognise the difference between a query you can answer and one that genuinely needs escalation and further guidance or risk to the business.
  • Can Plan and Manage workload to deadline: Ensure that you are proactive in managing any complex cases so that everything is cleared on time and customers are kept informed appropriately
  • Resilience and Flexibility: Switch comfortably between resolving queries and working the backlog yourself when things get busy - without dropping quality.

 

You won't like this role if you...

  • Prefer a single, predictable task list. This role constantly switches between resolving queries, tracking improvement opportunities and hands on casework depending on what the day throws at you.
  • Are uncomfortable making judgment calls on sensitive personal data. You'll regularly need to decide what should be included, redacted, or escalated - often under time pressure.
  • Dislike detailed focused work. Checking cases means going through detailed checklists methodically, every time.
  • Avoid direct contact offshore teams or central functions. Your success depends on a close working relationship with teams based in India and our central Risk, Audit and Privacy team

 

What will happen next?

After you submit your application, our Talent Acquisition team will review your CV along with the hiring manager, and will come back to you with an update shortly.

Feel free to contact the relevant recruiter, detailed at the top of the advert, to discuss the role.

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