Consumer Protection Director

2 days ago


Bexhill, East Sussex, United Kingdom Hastings Direct Full time

Job Description

We're seeking a talented individual to take on the role of Vulnerable Customers Lead at Hastings Direct. This is an exciting opportunity to contribute to our mission of delivering good outcomes for every customer.

About the Role

You will be responsible for leading a working group of representatives across the business, ensuring that all change plans are aligned to support customers in vulnerable circumstances. You will also create a network of vulnerable customer champions across the business to share best practices and identify risks/improvement areas.

Key Responsibilities

  • Leading the working group of representatives across the business to ensure alignment on change plans to support customers in vulnerable circumstances
  • Creating a network of vulnerable customer champions across the business to share best practices and identify risks/improvement areas
  • Producing assessments and reporting for senior leaders to evidence good outcomes for customer groups
  • Conducting regular reviews and assessments of internal practices, regulatory updates, and individual cases
  • Ensuring methods of recording and sharing details of customer needs continue to be effective
  • Working with business areas to develop and review content to support customers in vulnerable circumstances

Requirements

  • A good understanding of Consumer Duty requirements and the FCA's expectations for treating customers in vulnerable circumstances
  • Strong project management skills with a good understanding of customer journeys and risk of harm
  • Excellent communication skills to engage, encourage, and influence stakeholders at all levels

What We Offer

  • An attractive salary based on experience (£70,000 - £90,000 per annum)
  • Flexible working arrangements, including hybrid working
  • Competitive bonus scheme
  • Pension contribution match up to 10%
  • Healthcare cash plan
  • Life assurance cover and income protection
  • Financial wellbeing support
  • Mental wellbeing programme
  • 25 days annual leave + bank holidays
  • Access to private healthcare and dental plans


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