Collections & Recoveries Team Lead

Volkswagen Group; Clifton upon Dunsmore CP; Vor Ort; GBP 52.000 - 68.000; Vollzeit

Benefits dieser Stelle

Pension plan

Private medical insurance

Car scheme

Learning & development

Zusammenfassung

VWFS UK is seeking a Collections Team Manager to lead a focused team responsible for arrears, negotiations and customer outcomes. You will drive fair, compliant decisions in line with FCA guidance and internal policies, while safeguarding long-term customer relationships and operational excellence.

You'll coach and develop team members, manage performance and audits, and collaborate with partners to optimise service levels across channels.

Qualifikationen

• Proven people management experience.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder management.
• Experience with quality assurance and performance management.

Aufgaben

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes aligned with FCA regulations and policies.
• Act as escalation point for complex cases and forbearance solutions.
• Monitor team performance, attendance and development through regular coaching and succession planning.
• Oversee quality audits, call listening and compliance reviews to ensure regulatory adherence.
• Support recruitment, onboarding and capability development for a high-performing team.
• Identify process improvements to enhance efficiency and customer experience.
• Collaborate with operations to manage workloads, resources and service levels across channels.
• Build relationships with stakeholders, including senior leaders, solicitors and recovery partners.
• Deputise for Collections Operations Manager when required.

Jobbeschreibung

VWFS UK is seeking a Collections Team Manager to lead a focused team responsible for arrears, negotiations and customer outcomes. You will drive fair, compliant decisions in line with FCA guidance and internal policies, while safeguarding long-term customer relationships and operational excellence.

You'll coach and develop team members, manage performance and audits, and collaborate with partners to optimise service levels across channels.