Head of Customer Control Function

Job summary

Is it time you unlocked your potential?

Student Loans Company is a non-profit making Government-owned organisation to provide loans and grants to students in universities and colleges in the UK. Since 1989, we have enabled our customers to invest in their futures by delivering secure, accurate and efficient assessment, payment and repayment services.

Our Values

Culture is at the heart of everything we do at SLC and we are guided by our five values which help make SLC a great place to work:

• Honesty: We act with integrity and transparency, sharing information openly and addressing challenges with courage.

• Empowerment: We enable people to take initiative, make impactful decisions, and continuously learn and grow.

• Accountability: We deliver on commitments, own our successes and mistakes, and strive for quality outcomes.

• Respect: We value diverse perspectives, actively listen, and create an inclusive environment where everyone belongs.

• Trust: We collaborate across teams, build dependable relationships, and work as one to deliver for our customers.

These values are more than words—they guide our decisions, shape our collaborations, and strengthen our impact on the students we serve.

Job description

About the role:

Are you ready to shape the future of customer experience and risk management at the highest level?

We’re looking for a dynamic, strategic, and influential leader to step into the pivotal role of Head of Customer Control Function. This is your opportunity to become the trusted expert and guiding voice on risk across our Customer Directorate — and a key contributor within the wider Senior Management Team.

In this role, you’ll lead and inspire a multi‑disciplined team, champion forward‑thinking risk practices, and drive strategic decision‑making that safeguards our customers, strengthens performance, and powers our organisational goals. If you thrive on influence, innovation, and making a meaningful impact at scale, this is the perfect role for you.

Person specification

What you bring:

• Operational risk professional management at a managerial or leadership level in financial services public and / or private sector.

• Demonstrable skills and knowledge in one or more of the following: 3rd party supplier management / oversight; payment processing or risk management; Quality Assurance.

• Extensive and well-developed skills in stakeholder relationship management across internal and external partners. For example, with government colleagues, with business, with service providers; working at different levels from junior to executive stakeholders, role modelling value-based behaviours and the interests of the organization.

• Ability to effectively communicate plans and strategy through written papers, presentation and discussions up to and including board level.

• Proven people leader through steady and change-driven environments, can demonstrate ability to coach, develop and maximise potential in their teams.

• Previous experience in operational risk management roles at a senior level within a financial services and / or similar organisation, in public or private sector.

• Demonstrable experience within private or public sector working in or with at least one of the following disciplines: 3rd party supplier management / oversight; payment processing or risk management; Quality Assurance.

• Experience leading a multi-disciplined team and the ability to create a working climate which motivates and engages each member of the team, ensuring that they perform effectively individually and collectively.

Benefits

Alongside your salary of £81,000, Student Loans Company contributes £23,465 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

You can expect more from a career with SLC. We support colleagues to unlock their potential through our Career Pathways development programme and offer an excellent benefit and rewards package that includes:

• 28 days annual leave plus 8 public holidays

• Option to buy/sell annual leave

• Flexi-time and enhanced flexible working options available

• Option to join the Civil Service pension scheme

• Life insurance cover for 4 x annual salary

• Enhanced company sick pay and family leave including maternity, paternity and adoption

• Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, access to the Civil Service Sports and Leisure Club for discounted gym memberships, and an optional dental insurance scheme

• To find out what’s it’s like to work at Student Loans Company click here SLC Careers

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Shortlisted candidates will be invited to interview.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : ask_recruitment@slc.co.uk
• Email : ask_recruitment@slc.co.uk

Recruitment team

• Email : ask_recruitment@slc.co.uk

Further information

If you feel your application has not been treated in accordance with the Civil Service Commission’s Recruitment Principles and you wish to make a complaint, you should contact ask_recruitment@slc.co.uk in the first instance.