Collections & Recoveries Team Lead

Volkswagen Group; Winchmore Hill; On-site; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Employer pension contribution (9%)

Private medical insurance

Retail discount vouchers

Care Concierge services

Cycle to work scheme

Loan car scheme

Annual benefit window for option to up

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team focused on fair, outcome-driven customer accounts in arrears. You will drive policy-adherent decisions, coach staff and partner with stakeholders to ensure regulatory compliance and high-quality customer outcomes.

The role emphasizes coaching, performance management and continuous improvement in a fast-paced environment, with strong focus on safeguarding customer relationships and regulatory standards across VWFS brands.

Qualifications

• Proven people management experience and ability to coach, develop 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 driving improvements.
• Strong analytical skills to interpret data and management information.
• Experience managing workloads to meet service levels and KPIs.
• Proficient with Microsoft Office and customer management platforms like CRM, SAP and telephony systems.
• Experience supporting recruitment and succession planning.
• GCSEs in Maths and English.

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 policies.
• Act as escalation point for complex cases including vulnerable customers and forbearance solutions.
• 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 to build 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/external stakeholders including senior leaders, solicitors and recovery partners.
• Deputise for Collections Operations Manager when required.

Skills

People management

FCA regulations

TCF principles

Communication

Negotiation

Stakeholder management

Quality assurance

Performance management

Data analysis

Workload management

Microsoft Office

CRM

Telephony systems

Education

GCSEs in Maths and English

Tools

SAP

CRM platforms

Telephony systems

Job description

VWFS UK is seeking a Collections Team Manager to lead a team focused on fair, outcome-driven customer accounts in arrears. You will drive policy-adherent decisions, coach staff and partner with stakeholders to ensure regulatory compliance and high-quality customer outcomes.

The role emphasizes coaching, performance management and continuous improvement in a fast-paced environment, with strong focus on safeguarding customer relationships and regulatory standards across VWFS brands.