Head of Financial Care Customer Operations · London Office ·

We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products. We're a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that! As one of the UK’s only subscription finance companies in the market, we truly have a unique value proposition. Our mission is very clear; to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options.

About the role

Head of Financial Care is a newly created, senior leadership role at Creditspring, established to develop and own our end-to-end approach to collections and to supporting members experiencing financial difficulty. As we grow, we're investing in a dedicated function that gives every member who falls behind, enters a forbearance arrangement or debt solution, or shows signs of vulnerability a consistent, expert, and genuinely supportive experience.

Responsibilities

• Regulatory Compliance and Consumer Duty Outcomes: Ensure all collections and recoveries activity meets FCA requirements (CONC, Consumer Duty) and internal policy. Own evidence of fair treatment, good customer outcomes, and monitoring of Consumer Duty outcome metrics across the collections journey.
• Vulnerable Customer Identification and Support: Embed processes to identify customers in financial difficulty or showing characteristics of vulnerability, and ensure appropriate forbearance, signposting to debt advice, and tailored treatment paths are applied consistently.
• Collections and Arrears Strategy: Own the end-to-end collections strategy and process across early, late, and default-stage arrears, balancing customer outcomes, recoveries performance, and cost-to-collect, and adjusting strategy as the book and macro conditions evolve.
• Forbearance, Repayment Plans and Affordability: Set the framework for forbearance options (payment plans, freezes, reduced payments, write-offs) underpinned by robust affordability and sustainability assessments, ensuring plans are appropriate and not designed to disguise underlying arrears.
• Third-Party and Outsourcer Oversight: Govern relationships with external debt collection agencies, litigation partners, and debt sale counterparties, including due diligence, contractual SLAs, conduct risk oversight, and ongoing performance and compliance monitoring.
• Team Leadership, Capability and Quality Assurance: Lead, coach, and develop the financial care teams, ensuring agents are trained on conduct risk, vulnerability, and regulatory requirements, supported by a robust call/contact quality assurance and monitoring framework.
• Credit Risk, Provisioning and Impairment Collaboration: Work closely with Risk and Finance on arrears trends, roll rates, cure rates, and recoveries performance to help inform business on IFRS 9 impairment provisioning, credit risk appetite, and decisioning.
• Data, Systems and MI Reporting: Ensure accurate and timely management information on arrears volumes, collections performance, forbearance take-up, and complaint trends, and drive effective use of tools, case management, and workflow systems.
• Governance, Risk Reporting and Regulatory Liaison: Provide assurance and reporting to senior management and the Credit Committee on collections performance and conduct risk, and act as a key point of contact for regulatory engagement, audits, and any reviews relating to collections.
• Cross-Functional Partnership at Creditspring: Partner with Product on the design of journeys for struggling and vulnerable members, providing the subject matter expertise in this area.
• Compliance: Work closely with Risk and Compliance on policy, controls, and regulatory change and act as the escalation point for complex or sensitive cases.

What you'll need to succeed

• Significant experience leading collections, recoveries, or financial hardship/vulnerable customer functions in consumer credit (minimum 5 years in a leadership role).
• Exceptional working knowledge of UK consumer credit regulation relevant to collections and vulnerability, including FCA Consumer Duty and CONC.
• Experience owning forbearance and/or debt solutions (IVA/DMP) processes.
• Confident operating at pace in a fast-moving, growing business with proven ability in successfully building, running and developing collections infrastructure.
• Experience overseeing outsourced debt collection partners, litigation partners, or debt sale processes, including contractual and conduct risk oversight.
• Exceptional experience managing both UK and offshore customer contact teams.
• Data-literate and hands-on with collections MI and dashboards, able to translate arrears and recoveries data into clear strategic decisions.
• A genuinely customer-centred approach to supporting members in difficulty, balanced with commercial and regulatory discipline.
• Current awareness and ability to stay up to speed with market direction on financial care in the consumer lending space, both in terms of technology and risk.

Don’t meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.