Collections & Recoveries Leader: Fair Outcomes & Growth

Volkswagen Group; North Crawley; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Employer pension 9%

Car scheme options

Private medical insurance

Discount vouchers

Care Concierge

Cycle to work

Learning & development

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. You will ensure fair outcomes, regulatory adherence and strong customer relationships across VWFS brands.

You will coach and develop advisors to meet performance targets, while maintaining high quality and service standards in a fast-paced environment. Collaborative leadership and process improvements will drive efficiency and customer experience.

Qualifications

• Proven people management experience; coach, develop and motivate teams.
• Strong knowledge of FCA regulations, TCF principles and customer-focused collections practices.
• Excellent communication, negotiation and stakeholder management; ability to influence at all levels.
• Experience of quality assurance, performance management and driving improvements.
• Strong analytical skills to interpret data and support decision-making.
• Experience managing workloads to deliver service levels and KPIs.
• Highly organised, resilient; prioritise in a fast-paced environment.
• Strong systems knowledge: CRM, SAP, telephony.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver targets.
• Ensure fair, consistent customer outcomes and regulatory adherence.
• Act as escalation point for complex cases and forbearance solutions.
• Manage performance, attendance and development through coaching and succession planning.
• Monitor quality through audits and compliance reviews.
• Support recruitment, onboarding and capability development.
• Identify process improvements to enhance efficiency and experience.
• Collaborate with leaders to manage workloads and service levels.
• Build relationships with internal and external stakeholders; deputise for Manager.

Skills

People management

FCA regulations

TCF principles

Communication

Negotiation

Stakeholder management

Quality assurance

Data interpretation

CRM

SAP

Microsoft Office

Education

GCSEs in Maths and English

Tools

CRM

SAP

Telephony systems

Microsoft Office

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. You will ensure fair outcomes, regulatory adherence and strong customer relationships across VWFS brands.

You will coach and develop advisors to meet performance targets, while maintaining high quality and service standards in a fast-paced environment. Collaborative leadership and process improvements will drive efficiency and customer experience.