Collections & Recoveries Leader: Customer Outcomes

Volkswagen Group; Seer Green; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Employer pension 9%

Private medical insurance

Life assurance 4x salary

Car scheme BEV

Job summary

Volkswagen Group UK is seeking a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears, ensuring fair outcomes while protecting long-term relationships.

You will coach and develop Advisors, drive FCA compliance and KPIs, manage workloads across telephony and administration, and collaborate with stakeholders to deliver compliant, high-quality customer outcomes.

Qualifications

• Proven people management experience with the ability to coach, develop and motivate high-performing teams.
• Strong knowledge of FCA regulations, Treating Customers Fairly (TCF) principles and customer-focused collections practices.
• Excellent communication, negotiation and stakeholder management skills, with the confidence to influence at all levels.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes, ensuring all decisions align with FCA regulations and internal policies.
• Act as escalation point for complex cases, including vulnerable customer situations and forbearance solutions.
• Monitor quality standards through audits, call listening and compliance reviews to ensure regulatory adherence.

Skills

People management

FCA regulations

Negotiation

Stakeholder management

Quality assurance

Data analysis

CRM/SAP

Recruitment & coaching

Education

GCSEs in Maths & English

Tools

CRM

SAP

Telephony systems

Job description

Volkswagen Group UK is seeking a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears, ensuring fair outcomes while protecting long-term relationships.

You will coach and develop Advisors, drive FCA compliance and KPIs, manage workloads across telephony and administration, and collaborate with stakeholders to deliver compliant, high-quality customer outcomes.