Collections & Recoveries Team Lead

Volkswagen Group; Great Addington; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Pension scheme

Car scheme

Private medical insurance

Discount vouchers

Care Concierge

Cycle to work

LinkedIn Learning

Mentoring schemes

Job summary

Volkswagen Financial Services UK is seeking a Collections Team Manager to lead a team responsible for arrears recovery, ensuring fair outcomes and protecting long-term customer relationships within the Collections & Recoveries function.

You will coach and develop advisors, ensure FCA compliance, handle escalations, monitor quality, support recruitment, and drive process improvements across telephony and admin channels.

Qualifications

• Proven people management experience with ability to coach, develop and motivate high-performing teams.
• Strong knowledge of FCA regulations, Treating Customers Fairly principles and customer-focused collections practices.
• Excellent communication, negotiation and stakeholder management skills, with the confidence to influence at all levels.

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.
• Manage team performance, attendance and development through coaching, feedback and succession planning.
• Monitor quality standards through audits, call listening and compliance reviews to ensure regulatory adherence.
• Support recruitment, onboarding and capability development to build a high-performing team.
• Identify and implement process improvements that enhance efficiency and customer experience.
• Collaborate with operational leaders to manage workloads, resources and service levels across channels.

Skills

People management

FCA regulations

Negotiation

Stakeholder management

Quality assurance

Data interpretation

Communication

Analytical skills

Education

GCSEs in Maths and English

Tools

CRM

SAP

Telephony systems

Microsoft Office

Job description

Volkswagen Financial Services UK is seeking a Collections Team Manager to lead a team responsible for arrears recovery, ensuring fair outcomes and protecting long-term customer relationships within the Collections & Recoveries function.

You will coach and develop advisors, ensure FCA compliance, handle escalations, monitor quality, support recruitment, and drive process improvements across telephony and admin channels.