Collections & Recoveries Leader

Volkswagen Group; Great Milton; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Pension contribution 9%

Employee car ownership scheme

Company car BEV scheme

Income protection

Life assurance 4x salary

Retail discount vouchers

Care Concierge

Will writing service

Cycle to work

Private medical insurance

LinkedIn Learning

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team responsible for fact-finding, negotiation and resolution of customer accounts in arrears. The role focuses on fair outcomes, regulatory adherence and driving operational excellence across Collections & Recoveries.

You will coach Advisors, ensure escalation for complex cases, and drive continuous improvement in efficiency and customer experience while partnering with stakeholders across the business.

Qualifications

• Proven people management experience with coaching and development.
• Strong knowledge of FCA regulations and Treating Customers Fairly (TCF).
• Excellent communication, negotiation and stakeholder management skills.

Responsibilities

• Lead and develop a team to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes while adhering to regulatory and internal policies.
• Act as escalation point for complex cases including vulnerable customers and forbearance solutions.
• Monitor quality through audits and compliance reviews to ensure adherence.
• Support recruitment, onboarding and capability development of the team.

Skills

People management

FCA regulations

Stakeholder management

Negotiation

Communication

Data interpretation

CRM knowledge

Telephony systems

Education

GCSEs in Maths and English

Tools

CRM

SAP

Telephony systems

Job description

VWFS UK is seeking a Collections Team Manager to lead a team responsible for fact-finding, negotiation and resolution of customer accounts in arrears. The role focuses on fair outcomes, regulatory adherence and driving operational excellence across Collections & Recoveries.

You will coach Advisors, ensure escalation for complex cases, and drive continuous improvement in efficiency and customer experience while partnering with stakeholders across the business.