Collections & Recoveries Team Lead

Volkswagen Group; Church Stowe; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Employer pension 9%

Car scheme for BEVs and ECO options

Private medical insurance

Income protection

Life assurance (4x salary)

Retail discount vouchers

Care Concierge

Cycle to work

LinkedIn Learning access

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team focused on fact-finding, negotiation and resolving arrears while protecting long‑term relationships. You’ll ensure policy adherence and drive operational excellence across Collections & Recoveries, acting as the voice of the business for positive customer experiences.

You’ll develop high-performing teams, coach for results, and embed continuous improvement while maintaining high standards of quality and compliance.

Qualifications

• Proven people management experience with coaching and development.
• Strong knowledge of FCA regulations, TCF principles and customer-focused collections practices.
• Excellent communication, negotiation and stakeholder management skills.
• Experience with quality assurance and driving continuous improvement initiatives.
• Ability to interpret data and MI to support decisions.
• Prioritise workloads to meet service levels and KPIs.
• Strong organisational and resilience in a fast-paced environment.
• Experience with recruitment and succession planning activities.
• GCSEs in Maths and English.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver targets.
• Ensure fair outcomes and regulatory adherence in all decisions.
• Act as escalation point for complex cases and vulnerable customers.
• Monitor quality through audits and reviews, supporting compliance.
• Support recruitment, onboarding and capability development.
• Collaborate with leaders to manage workloads and service levels across channels.
• Build relationships with stakeholders, including solicitors and recovery partners.

Skills

People management

FCA regulations

TCF principles

Negotiation

Stakeholder management

Quality assurance

Data interpretation

Prioritisation

Coaching and development

Education

GCSEs Maths and English

Tools

CRM

SAP

Telephony systems

Microsoft Office

Job description

VWFS UK is seeking a Collections Team Manager to lead a team focused on fact-finding, negotiation and resolving arrears while protecting long‑term relationships. You’ll ensure policy adherence and drive operational excellence across Collections & Recoveries, acting as the voice of the business for positive customer experiences.

You’ll develop high-performing teams, coach for results, and embed continuous improvement while maintaining high standards of quality and compliance.