Arrears & Recoveries Lead – Mortgage & SME

Atom; Newcastle upon Tyne; Hybrid; GBP 55,000 - 60,000; Full time

Benefits offered by this job

Salary £55-£60k

Hybrid working in Newcastle

4-day work week

Discretionary cash bonus

Pension scheme (up to 13%)

All About Me fund: £200/year

Generous leave and health benefits

EV scheme

Job summary

Atom is seeking a Collection & Recoveries Manager in Newcastle to lead a specialist team handling residential mortgage and SME arrears with a specialist approach. You will guide end-to-end collections, from pre-delinquency through to forbearance, litigation, and potential repossession, ensuring fair outcomes for customers and regulatory compliance.

You’ll work in a flexible hybrid setup, collaborating with partners and internal teams to optimise processes, data-driven decisions and customer

Qualifications

• Proven leadership experience managing teams within a regulated collections, recoveries, or arrears environment.
• Strong knowledge of collections and recoveries processes, including debt advice solutions and forbearance options.
• Experience working with vulnerable customers and driving FCA Consumer Duty-aligned outcomes.
• Practical mindset with initiative, adaptability and drive.

Responsibilities

• Lead, coach and develop a high-performing team of direct agents with clear development goals.
• Oversee end-to-end arrears management from pre-delinquency to forbearance, litigation, receivership and repossession.
• Underwrite complex mortgage and loan arrears cases to establish sustainable repayment solutions.
• Drive vulnerable customer advocacy and ensure compliant customer outcomes.
• Oversee relationships with outsourced collections partners, field agents, solicitors and receivers.
• Use MI data to track metrics and drive process improvements and automation.

Skills

Team leadership

Collections & recoveries

Underwriting

Vulnerable customer advocacy

Stakeholder management

Data insights

Job description

Atom is seeking a Collection & Recoveries Manager in Newcastle to lead a specialist team handling residential mortgage and SME arrears with a specialist approach. You will guide end-to-end collections, from pre-delinquency through to forbearance, litigation, and potential repossession, ensuring fair outcomes for customers and regulatory compliance.

You’ll work in a flexible hybrid setup, collaborating with partners and internal teams to optimise processes, data-driven decisions and customer