Manager Consumer Contracts Team

Manager Consumer Contracts Team

We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. In this role you will protect consumers, drive economic growth and shape the future of financial services across the United Kingdom.

Role Responsibilities

• Manage, support and develop a team of contract law specialists, creating an inclusive environment where people can thrive, collaborate and deliver shared success.
• Shape a positive team culture that promotes wellbeing, continuous learning and high quality outcomes for consumers.
• Oversee complex referrals and casework, helping secure fair treatment and redress for consumers where appropriate.
• Carry out proactive projects that identify and reduce risks arising from unfair or unclear contract terms, improving outcomes across financial services.
• Lead policy development and maintain regulatory guidance under the Consumer Rights Act 2015 and the Unfair Terms in Consumer Contracts Regulations 1999, helping to shape sector standards.
• Build good relationships with internal and external stakeholders to support consumer protection, guide FCA priorities and help improve outcomes for millions of consumers across the UK.

Skills & Qualifications

• Minimum: Prior experience working in a regulatory, enforcement, legal or compliance environment, with a clear focus on fairness, consumer protection and accountability; prior experience leading and developing teams, focused on enabling delivery through others and creating an inclusive, high performing culture; prior experience engaging and influencing senior stakeholders, using clear written and verbal communication to build trusted relationships and explain complex issues effectively.
• Essential: Legal or regulatory experience, ideally with knowledge of unfair terms legislation, including the Consumer Rights Act 2015.
• Advanced analytical skills and practical judgment, with the ability to weigh complex legal and regulatory risks.
• Ability to balance strategic thinking with attention to detail and deliver high quality outcomes.
• Build effective relationships and collaborate with colleagues and stakeholders to meet shared objectives.
• Familiarity with the FCA Handbook, particularly UNFCOG and the Consumer Duty.
• A deep commitment to consumer protection and delivering positive outcomes for consumers.
• Willingness to learn, curiosity and the ability to adjust in an evolving regulatory setting.

We are committed to fostering a diverse and inclusive culture: one that's free from discrimination and bias, celebrates difference and supports colleagues to deliver at their best.