Collections & Recoveries Team Lead: Fair Outcomes

Volkswagen Group; Princes Risborough; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Employer pension 9%

Private medical insurance

Salary sacrifice options

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears accounts, ensuring fair outcomes and protecting long-term relationships. You will drive regulatory adherence and operational excellence across Collections & Recoveries, acting as the voice of the business to support positive customer experiences.

You will coach and develop Advisors to meet performance targets, manage quality audits, and collaborate with stakeholders including senior leaders, solicitors, and

Qualifications

• Demonstrated people management experience and ability to coach high-performing teams.
• Strong knowledge of FCA regulations, TCF and customer-focused collections practices.
• Excellent communication, negotiation and stakeholder management skills.

Responsibilities

• Lead, coach and develop a team to deliver performance, quality and service targets.
• Ensure fair, consistent customer outcomes and regulatory adherence.
• Act as escalation point for complex cases and vulnerable situations; manage forbearance solutions.

Skills

People management

FCA regulations

TCF principles

Negotiation

Stakeholder management

Quality assurance

Data analysis

CRM / SAP / telephony systems

Education

GCSEs Maths & English

Tools

CRM

SAP

Telephony systems

Job description

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears accounts, ensuring fair outcomes and protecting long-term relationships. You will drive regulatory adherence and operational excellence across Collections & Recoveries, acting as the voice of the business to support positive customer experiences.

You will coach and develop Advisors to meet performance targets, manage quality audits, and collaborate with stakeholders including senior leaders, solicitors, and