Collections Lead

Raylo; Belfast City District; In loco; GBP 42.000 - 64.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid working

Stock options

Private medical insurance

Flexible time off

Device lease

Descrizione del lavoro

Raylo in Belfast is seeking a Collections Manager to lead a US-hours night team, handling arrears, arranged payments, and escalations. You will coach staff, optimize workflows, and partner with risk and product teams to scale operations efficiently.

Successful candidates will bring 3+ years in collections leadership, strong data skills, and an ability to make principled risk calls. The role offers a fast-paced, hybrid environment with focus on delivery and customer outcomes.

Competenze

• 3+ years of experience leading teams in contact centre or collections operations.
• Experience handling arrears, payment plans, and complex casework.
• Strong data-driven decision making and risk awareness.

Mansioni

• Run the night shift for US customer hours on a fixed rotating pattern.
• Apply risk policy to make clear decisions on complex cases.
• Manage active casework across arrears, payment arrangements, and disputed accounts.
• Coach and develop Associates with real-time guidance.
• Turn shift data into actionable insights and workforce improvements.
• Collaborate with Collections, Ops, Risk and Product to feed learnings into processes.
• Shape scalable operations as US volumes grow.

Conoscenze

Team leadership

Collections/credit risk

Data literacy

Communication

Descrizione del lavoro

Why We Exist

Before you read on: this role requires shift coverage between 1pm and 5am, including weekends, on a rotating basis, to cover US customer hours. This is a fixed requirement of the role.

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved.

Our mission is to transform how technology is bought, used and reused - creating better outcomes for customers, brands and the planet.

What We've Built

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value.

We have over $90m ARR, we're profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you're done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app - converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value.

The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We're B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation's Future Fifty.

How We Work

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade.

Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale.

At Raylo, AI is woven into how we work every day. We don't ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren't possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.

We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this?

The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.

We hire to a high bar. You'll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Our Core Values

• Be deeply curious: We thrive on innovation through diverse approaches, views, and people.
• Walk in your customer's shoes: To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
• Focus and execute: We have a big vision, but we believe in nailing the most important problems first.
• Be gritty: Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we're a team through thick and thin.

What to Expect

As Collections Manager at Raylo, you’ll join our Operations team in Belfast to establish and lead our first US-hours Collections team, playing a critical role in supporting customers and expanding into the US market.

Reporting to the Head of Collections, you’ll manage a team of Associates while directly handling live casework, including arrears, payment arrangements, Debt Collection Agency-bound accounts, and vulnerable customers. You will drive shift performance, coach your team, handle escalations, and manage handovers to the UK team.

You will take ownership of setting up the shift, onboarding initial team members, and refining processes. As the US portfolio grows, you'll use operational data to optimize capacity and workflows to scale servicing effectively.

What You’ll Do

• Run the night shift: Lead a team of Associates on a fixed, rotating pattern dedicated to the US customer base
• Own decisions: Apply an established risk policy and standards to make clear, well-reasoned calls on complex or borderline cases - knowing when to resolve, hold or escape.
• Maintain a hands-on approach: Manage active casework across arrears, payment arrangements, Debt Collection Agency-bound accounts, vulnerable customers and disputes.
• Coach and develop your team: Work side by side with Associates on live cases, providing real-time guidance and building consistent decision-making quality across the cohort.
• Turn data into action: Use shift data to spot emerging portfolio trends, process bottlenecks and training gaps.
• Partner cross-functionally: Work closely with Collections leadership, Ops, Risk and Product to feed shift learnings back into core processes and tools.
• Shape scalable operations: Provide ground-level feedback on capacity, shift patterns and tooling as US volumes grow.

You’ll Succeed With

• 3+ years of relevant experience - leading teams and managing inbound and outbound contact centre operations. Collections or credit control experience is desirable but not essential.
• Live-domain mastery - deep collections expertise with the confidence to make sharp decisions and an understanding of how it intersects with credit risk and insurance.
• Player-coach approach - you lead from the front, taking on live casework alongside your team while raising their bar, coaching in real time, and driving high standards across the shift.
• Curiosity and modern tool literacy - you naturally leverage data, AI, and smart tooling to spot emerging risk patterns, streamline manual workflows, and optimise shift performance.
• Communication - you can distill complex risk signals into tight handovers and deliver transparent, actionable feedback to team members and stakeholders alike.
• Total commitment to the US night operation - You'll work Support a team of associates through their shifts

We're not looking for you to meet every point on this job description - if you're excited about this role and think you'd thrive at Raylo, we'd love to hear from you.

Opportunities & Benefits

• Fast-track your career – 40% of our employees progress every review cycle (bi-annually)
• Childcare Support: Workplace nursery scheme for major cost savings
• Parental Leave: Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months
• Flexible Time Off: 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Hybrid Working: 4 set days in the Belfast office
• Learning & Development: L&D budget to support the skills you value
• Equity: Stock options for all employees
• Healthcare: Private Medical Insurance
• Device Lease: Exclusive Raylo device lease for employees

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one.

If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.