Financial Support Manager

Hinckley & Rugby Building Society; Hinckley; On-site; GBP 40,000 - 50,000; Full time

Job summary

A financial services organization in Hinckley is seeking a Financial Support Manager to lead a team providing compassionate support to members in financial difficulty. The ideal candidate will have a strong background in financial services operations and a passion for excellent customer service. You will drive team development and operational excellence while ensuring compliance with regulatory standards. This role offers the opportunity to make a meaningful impact in members' lives.

Qualifications

• Strong foundation in financial services operations and regulatory frameworks.
• Passion for delivering excellent customer service and a willingness to learn.
• Ability to make decisions and accept feedback while building relationships.

Responsibilities

• Lead a team delivering customer-focused support with empathy.
• Coach the team to grow in expertise and confidence.
• Drive operational excellence using data to monitor performance.

Skills

Customer service orientation

Leadership

Emotional intelligence

Job description

Overview

Are you ready to shape services that truly reflect the needs and circumstances of our members? Are you passionate about guiding people through financial uncertainty with empathy and clarity? Do you thrive in a role where coaching and motivating a team leads to meaningful impact for customers?

As Financial Support Manager, you’ll play a vital role in ensuring our members receive compassionate, tailored support during times of financial difficulty. You’ll be at the heart of a service that reflects our commitment to ethical practice, operational excellence, and member-first thinking.

Responsibilities

• Lead a team that delivers customer-focused support with empathy and professionalism, ensuring every member receives a service thats efficient, compliant, engaging, and responsive to their individual needs.
• Coach and develop the team to grow in expertise and confidence, fostering a culture where people feel empowered to deliver their best through recognition, feedback, and support.
• Drive operational excellence by using data and insights to monitor performance, quality, and compliance, continually refining processes to improve outcomes and remove barriers to support.
• Own Financial Support procedures, ensuring they meet regulatory standards and reflect our values of integrity and care.
• Ensure the team responds swiftly and ethically to potential harm, treating vulnerable customers with respect and understanding.
• Support the team to communicate options clearly and compassionately, helping members make informed decisions with confidence.

Qualifications

• Strong foundation in financial services operations and regulatory frameworks.
• Genuine passion for delivering excellent customer service and a willingness to learn, grow, and adapt.
• Ability to make decisions, accept feedback, and build strong relationships across the Society.
• Capability to lead, apply sound judgement, and inspire others as a trusted and influential presence.
• Openness to a learning environment and enthusiasm for developing both yourself and your team while delivering ethical, expert, and efficient support.

How To Apply

If this sounds like the right opportunity for you, we’d love to hear from you. Please submit your CV and covering letter no later than 1st of October 2025.

For any questions about the role or our recruitment process, please contact us.

We are committed to creating a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals regardless of race, ethnicity, religion, age, gender, sexual orientation, disability, or any other status protected by applicable law. We believe that a diverse and inclusive workforce leads to greater innovation and success, and we are dedicated to fostering an environment where everyone feels valued, respected, and included.