Collections & Recoveries Team Lead

Volkswagen Group; Grafton Underwood; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Employer pension 9%

Private medical insurance

Car scheme options

LinkedIn Learning access

Mentoring programmes

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears account resolution, ensuring fair outcomes while protecting long-term relationships. You will drive regulatory adherence and operational excellence across the Collections & Recoveries function.

You will coach and develop Advisors, manage performance and collaborate with senior stakeholders, solicitors and recovery partners to deliver strong customer outcomes.

Qualifications

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

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver targets.
• Ensure fair customer outcomes and regulatory adherence across decisions.
• Escalate complex cases and support vulnerable customers and forbearance solutions.
• Monitor quality, conduct audits and manage KPIs and service levels.
• Support recruitment, onboarding and capability development.

Skills

People management

Communication

Negotiation

Stakeholder management

Analytical skills

Time management

Attention to detail

Education

GCSEs Maths & English

Tools

CRM

SAP

Telephony systems

Microsoft Office

Job description

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears account resolution, ensuring fair outcomes while protecting long-term relationships. You will drive regulatory adherence and operational excellence across the Collections & Recoveries function.

You will coach and develop Advisors, manage performance and collaborate with senior stakeholders, solicitors and recovery partners to deliver strong customer outcomes.