Consumer Duty Manager

Consumer Duty Manager

Hemel Hempstead (Hybrid – 3 days per week in office)

Permanent | Full Time

Competitive salary + benefits

About the role

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 [email protected].

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.