Collections & Recoveries Leader — Customer Outcomes

Volkswagen Group; Great Brickhill; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Company Car scheme for BEVs

Private medical insurance

Employer pension contribution 9%

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team focused on fair, effective recovery outcomes across customer accounts in arrears. You will drive compliance with FCA regulations, mentor staff, and collaborate with internal and external partners to maintain service excellence.

You will shape performance standards, deliver training, and implement process improvements to enhance customer experience while protecting long-term relationships.

Qualifications

• Proven people management experience and ability to coach teams.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder management skills.
• Experience with quality assurance, performance management and continuous improvement.
• Proficient in interpreting data and management information for decisions.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes, ensuring decisions align with FCA regulations and policies.
• Escalate complex cases including vulnerable customers and forbearance solutions.
• Manage team performance, attendance and development through coaching and succession planning.
• Monitor quality through audits, call listening and compliance reviews.

Skills

People management

FCA regulations

TCF principles

Negotiation

Stakeholder management

Quality assurance

Data analysis

CRM systems

Microsoft Office

SAP

Education

GCSEs in Maths and English

Tools

CRM

Telephony systems

Microsoft Office

Job description

VWFS UK is seeking a Collections Team Manager to lead a team focused on fair, effective recovery outcomes across customer accounts in arrears. You will drive compliance with FCA regulations, mentor staff, and collaborate with internal and external partners to maintain service excellence.

You will shape performance standards, deliver training, and implement process improvements to enhance customer experience while protecting long-term relationships.