Consumer Duty Manager - Hertfordshire
9 hours ago
Hemel Hempstead
Consumer Duty Manager - Hertfordshire Consumer Duty ManagerHemel Hempstead (Hybrid - 3 days per week in office)Permanent | Full TimeCompetitive salary + benefitsAbout the roleDo you have a passion for doing right by customers and a sharp eye for regulatory detail? If so, wed love to hear from you! Haven is looking for a Consumer Duty Manager to join our regulatory team in a newly created, high-impact role within our FCA-regulated lending business.Reporting to our Regulatory Counsel, youll support our team across underwriting and customer resolution, taking ownership of our Consumer Duty framework and making sure fair customer outcomes are embedded at every stage of the customer journey. Working closely with senior stakeholders and key external partners, youll shape how we develop, evidence and continuously improve our Consumer Duty practices - providing strong governance, thoughtful challenge and clear insight that keeps us ahead of regulatory expectations while delivering brilliant experiences for our customers.This is a fantastic opportunity for a regulatory or compliance professional who thrives on turning FCA principles into practical, meaningful change, enjoys leading and developing a team, and wants to make a real difference to customers in a fast-paced, regulated environment.Your OpportunityAct as Consumer Duty Champion, embedding principles and driving adherence across all workstreamsMaintain and evolve the Consumer Duty Dashboard, providing meaningful MI and outcome analysisPrepare and deliver the annual Consumer Duty Report to the highest regulatory standardsDesign and deliver Consumer Duty training to build awareness and capability across the businessAnalyse portfolio performance against Consumer Duty outcomes, spotting risks and improvement opportunitiesReview, update and maintain regulatory documentation, terms and conditions, and customer communicationsProvide oversight and hands-on support on escalated complaints, ensuring fair and timely resolutionsManage relationships with key external partnersLiaise with solicitors on litigation matters and sign off witness statements for court submissionOversee the issuance of buy-back invoices to parks following repossession, surrender or contract terminationWhat wed like you to bringA strong understanding of Consumer Duty requirements and the FCA regulatory frameworkExperience working in a regulated financial services environmentProven experience of Consumer Duty implementation or oversightKnowledge of the credit and lending lifecycle, including arrears, collections and recoveriesFamiliarity with complaint handling regulations and DISP requirementsExperience producing regulatory reports and MI dashboardsExcellent written communication skills, with the ability to draft clear reports, policies and customer communicationsStrong analytical skills and attention to detailConfident stakeholder management, with the ability to influence and constructively challenge at all levelsExperience liaising with credit reference agencies or legal representativesExposure to litigation processes and preparation of legal documentation (desirable)Leadership experience with a collaborative, continuous-improvement mindsetWhy Haven?Youll be part of a forward-thinking, supportive community where ideas are valued, learning is encouraged, and the network you build will power memorable guest experiences for millions every year.At Haven, were one great team, united by our passion for creating amazing experiences for our guests and our people. Youll have access to training, mentoring, and opportunities to grow your career in a supportive, forward-thinking environment.Whats In It For You?25 Days Holiday + Bank Holidays + Holiday Buy Scheme20% discount on both Haven and Warner Hotels holiday for you, family and friendsComprehensive wellbeing supportExclusive discounts with corporate partnersExciting career pathways, including Learning and Development opportunities such as Apprenticeships and DegreesEnhanced family friendly policies and pay (eligibility criteria applied)Who are we?Were part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.Whats it like to work with us?Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.What can you expect during the recruitment process?The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.We genuinely care about every candidates experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please dont hesitate to reach out to us at .What We Offer- Holiday allowance that rises with service, plus a Holiday Buy Scheme- Annual bonus- 20% discount on both Haven and Warner Hotels holiday for you, family and friends- Comprehensive wellbeing support- Access to the Bourne Leisure corporate box at the O2 Arena ,London- Exclusive discounts with corporate partners- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees- Enhanced family friendly policies and pay (eligibility criteria applied) How to Apply Were committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply. To get started, click apply now and answer a few quick questions, which should take 5 minutes. Once submitted, a member of our team will be in touch.