At a Glance
- Tasks: Champion consumer rights and ensure fair outcomes for customers in a dynamic lending 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’s 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 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.
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.
Consumer Duty Manager in Hemel Hempstead employer: Leisure Employment Services
Haven is an exceptional employer that prioritises a supportive and inclusive work culture, offering a hybrid working model that allows for flexibility while fostering collaboration. With a strong commitment to employee growth through training and development opportunities, as well as comprehensive wellbeing support, Haven empowers its team members to thrive in their careers while making a meaningful impact on customer experiences.
Contact Details:
Leisure Employment Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Duty Manager in Hemel Hempstead
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Leisure Employment Services. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Consumer Duty Manager in Hemel Hempstead
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Leisure Employment Services.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Leisure Employment Services's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Leisure Employment Services
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Leisure Employment Services.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Leisure Employment Services will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Leisure Employment Services employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
