Collections & Recoveries Team Lead

Volkswagen Group; Long Buckby; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Pension plan

Car scheme

Private medical insurance

Life assurance

Retail discounts

Care Concierge

Cycle to work

Learning & mentoring

Job summary

Volkswagen Group is seeking a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears. You will drive fair outcomes, ensure regulatory adherence and protect long-term relationships across VWFS brands.

You will coach and develop Advisors, manage performance, and implement improvements to meet FCA requirements and KPIs in a fast-paced environment.

Qualifications

• Experience coaching and developing high-performing teams.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder management.
• Quality assurance and performance management experience.
• Analytical skills to interpret data and MI.
• Experience balancing workloads to meet service levels.
• GCSEs in Maths and English.

Responsibilities

• Lead, coach and develop a team to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes aligned with FCA regulations and internal policies.
• Act as escalation point for complex cases including vulnerable customers.
• Manage team performance, attendance and development through coaching and succession planning.
• Monitor quality through audits, call listening and compliance reviews.
• Support recruitment, onboarding and capability development.
• Identify process improvements to enhance efficiency and customer experience.
• Collaborate with operational leaders to manage workloads and service levels.
• Build relationships with stakeholders including solicitors and recovery partners.
• Deputise for the Collections Operations Manager when required.

Skills

People management

FCA regulations

TCF principles

Stakeholder management

Education

GCSEs Maths & English

Tools

CRM

SAP

MS Office

Job description

Volkswagen Group is seeking a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears. You will drive fair outcomes, ensure regulatory adherence and protect long-term relationships across VWFS brands.

You will coach and develop Advisors, manage performance, and implement improvements to meet FCA requirements and KPIs in a fast-paced environment.