At a Glance
- Tasks: Champion consumer rights and ensure fair outcomes for customers in a dynamic regulatory environment.
- Company: Join Haven, a forward-thinking team dedicated to creating amazing experiences.
- Benefits: Enjoy 25 days holiday, discounts on holidays, and comprehensive wellbeing support.
- Other info: Hybrid working model with opportunities for training and career growth.
- Why this job: Make a real impact on customer experiences while developing your career in a supportive culture.
- Qualifications: Experience in regulatory compliance and strong analytical skills are essential.
The predicted salary is between 50000 - 60000 £ per year.
Do you have a passion for doing right by customers and a sharp eye for regulatory detail? If so, we'd 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, you'll 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, you'll 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 Opportunity
- Act as Consumer Duty Champion, embedding principles and driving adherence across all workstreams
- Maintain and evolve the Consumer Duty Dashboard, providing meaningful MI and outcome analysis
- Prepare and deliver the annual Consumer Duty Report to the highest regulatory standards
- Design and deliver Consumer Duty training to build awareness and capability across the business
- Analyse portfolio performance against Consumer Duty outcomes, spotting risks and improvement opportunities
- Review, update and maintain regulatory documentation, terms and conditions, and customer communications
- Provide oversight and hands-on support on escalated complaints, ensuring fair and timely resolutions
- Manage relationships with key external partners
- Liaise with solicitors on litigation matters and sign off witness statements for court submission
- Oversee the issuance of buy-back invoices to parks following repossession, surrender or contract termination
What we'd like you to bring
- A strong understanding of Consumer Duty requirements and the FCA regulatory framework
- Experience working in a regulated financial services environment
- Proven experience of Consumer Duty implementation or oversight
- Knowledge of the credit and lending lifecycle, including arrears, collections and recoveries
- Familiarity with complaint handling regulations and DISP requirements
- Experience producing regulatory reports and MI dashboards
- Excellent written communication skills, with the ability to draft clear reports, policies and customer communications
- Strong analytical skills and attention to detail
- Confident stakeholder management, with the ability to influence and constructively challenge at all levels
- Experience liaising with credit reference agencies or legal representatives
- Exposure to litigation processes and preparation of legal documentation (desirable)
- Leadership experience with a collaborative, continuous-improvement mindset
Why Haven?
You'll 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, we're one great team, united by our passion for creating amazing experiences for our guests and our people. You'll have access to training, mentoring, and opportunities to grow your career in a supportive, forward-thinking environment.
What's In It For You?
- 25 Days Holiday
- Bank Holidays
- Holiday Buy Scheme
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- 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)
Who are we?
We're 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.
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 candidate's 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 don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.
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
We're 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.
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Duty Manager - Hertfordshire in Hemel Hempstead
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like Haven Holidays looking for candidates who are engaged and informed.
We think you need these skills to ace Consumer Duty Manager - Hertfordshire in Hemel Hempstead
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at Haven Holidays. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at Haven Holidays
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with Haven Holidays’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
