Collections & Recoveries Team Lead

Volkswagen Group; Cadmore End; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Employer pension contribution 9%

Private medical insurance after Prob.

Company Car scheme

Car ownership options

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, ensuring fair outcomes while protecting long-term relationships. You’ll model policy adherence and support positive customer experiences across VWFS brands.

You’ll coach and develop Advisors, manage performance and compliance with FCA regulations, and drive continuous improvement in the collections function.

Qualifications

• Proven people management experience in collections or recoveries.
• Strong knowledge of FCA regulations and Treating Customers Fairly (TCF).
• Experience with quality assurance and performance management.

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 internal policies.
• Act as escalation point for complex cases, including vulnerable customers and forbearance solutions.
• Monitor quality standards through audits, call listening and compliance reviews.
• Support recruitment, onboarding and capability development to build a high-performing team.

Skills

People management

FCA regulations knowledge

Negotiation

Stakeholder management

Quality assurance

Data analysis

CRM systems

Microsoft Office

Education

GCSEs in Maths and English

Tools

SAP

CRM

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, ensuring fair outcomes while protecting long-term relationships. You’ll model policy adherence and support positive customer experiences across VWFS brands.

You’ll coach and develop Advisors, manage performance and compliance with FCA regulations, and drive continuous improvement in the collections function.