Collections & Recoveries Team Lead

Volkswagen Group; Kingston Blount; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Pension 9%

Private medical insurance

Company car scheme / ECO BEV

Income protection

Life assurance

Retail discount vouchers

Care Concierge

LinkedIn Learning

Mentoring schemes

Job summary

VWFS UK is looking for a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears, ensuring fair outcomes and protecting long-term relationships.

This role will be instrumental in delivering consistent customer outcomes, maintaining regulatory and policy adherence, and driving operational excellence across the Collections & Recoveries function.

Qualifications

• Proven people management experience leading high-performing teams.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder skills.
• Experience with QA, performance management and improvement initiatives.
• Analytical use of MI to support decisions; manage workloads to hit SLAs.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes in line with FCA regulations and internal policies.
• Escalate complex cases, including vulnerable customers and forbearance solutions.
• Manage team performance, attendance and development through coaching and succession planning.
• Monitor quality via audits and compliance reviews to ensure regulatory adherence.

Skills

People management

FCA regulations

TCF principles

Stakeholder management

Data analysis

Education

GCSEs in Maths and English

Tools

CRM

SAP

Telephony systems

Job description

VWFS UK is looking for a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears, ensuring fair outcomes and protecting long-term relationships.

This role will be instrumental in delivering consistent customer outcomes, maintaining regulatory and policy adherence, and driving operational excellence across the Collections & Recoveries function.