Collections & Recoveries Team Lead

Volkswagen Group; Whitwell; Vor Ort; GBP 50.000 - 65.000; Vollzeit

Benefits dieser Stelle

Pension 9%

Company car scheme

Private medical insurance

Life cover 4x salary

Dental cover

LinkedIn Learning

Mentoring programs

Zusammenfassung

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears accounts, negotiations and resolutions, ensuring fair outcomes while protecting customer relationships.

You will coach advisors, ensure FCA regulatory adherence, drive performance, and build strong relationships with internal and external stakeholders. The role offers an opportunity to influence customer outcomes and drive continuous improvement in a fast-paced environment.

Qualifikationen

• Proven people management experience and ability to coach and motivate teams.
• Strong knowledge of FCA regulations, TCF principles and customer-focused collections practices.
• Excellent communication, negotiation and stakeholder management skills.
• Experience with quality assurance, performance management and continuous improvement initiatives.
• Strong analytical skills to interpret data and support decision-making.
• Experience managing workloads to meet service levels and KPIs.
• Highly organised, resilient, and capable of prioritising in a fast-paced environment.

Aufgaben

• 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 policies.
• Act as escalation point for complex cases including vulnerable customers and forbearance solutions.
• Monitor quality through audits, call listening and compliance reviews to ensure regulatory adherence.
• Support recruitment, onboarding and capability development for a high-performing team.
• Identify and implement process improvements to enhance efficiency and customer experience.
• Collaborate with operational leaders to manage workloads and service levels across channels.
• Build relationships with internal and external stakeholders including senior leaders, solicitors and recovery partners.
• Deputise for the Collections Operations Manager when required.

Kenntnisse

People management

FCA regulations

TCF principles

Communication

Negotiation

Stakeholder management

Quality assurance

Performance management

Data analysis

Resource planning

CRM

SAP

Telephony systems

MS Office

Recruitment

Talent development

Ausbildung

GCSEs in Maths and English

Tools

CRM

SAP

Telephony

MS Office

Jobbeschreibung

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears accounts, negotiations and resolutions, ensuring fair outcomes while protecting customer relationships.

You will coach advisors, ensure FCA regulatory adherence, drive performance, and build strong relationships with internal and external stakeholders. The role offers an opportunity to influence customer outcomes and drive continuous improvement in a fast-paced environment.