Collections & Recoveries Team Leader

Volkswagen Group; Cold Brayfield; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Employer pension 9%

Private medical insurance

Company car scheme

LinkedIn Learning / professional发展

Career development / mentoring

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team responsible for fact-finding, negotiation and resolution of customer accounts in arrears. You will ensure fair outcomes, regulatory adherence and strong customer relationships across VWFS brands.

You will coach and develop Advisors, drive performance, and collaborate with executives to optimise workloads and service levels while maintaining high quality standards.

Qualifications

• Proven people management experience, with the ability to coach, develop and motivate high-performing teams.
• Strong knowledge of FCA regulations, Treating Customers Fairly (TCF) principles and customer-focused collections practices.
• Excellent communication, negotiation and stakeholder management skills, with the confidence to influence at all levels.
• Experience of quality assurance, performance management and driving continuous improvement initiatives.
• Strong analytical skills, with the ability to interpret data and management information to support decision-making.
• Experience managing workloads and resources to successfully deliver operational service levels and KPIs.
• Highly organised, resilient and able to prioritise effectively in a fast-paced, target-driven environment.
• Strong systems knowledge, including Microsoft Office and customer management platforms such as CRM, SAP and telephony systems.
• Experience supporting recruitment, talent development and succession planning activities.
• GCSEs (or equivalent) in Maths and English.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to meet performance and service targets.
• Drive fair, consistent customer outcomes, ensuring decisions align with FCA regulations and internal policies.
• Escalate complex cases and vulnerable situations; implement forbearance solutions.
• Manage team performance, attendance and development through coaching and succession planning.
• Monitor quality through audits, call listening and compliance reviews.
• Collaborate with leaders to manage workloads and service levels across channels.
• Build relationships with stakeholders including solicitors and recovery partners.
• Deputise for the Collections Operations Manager when required.

Skills

People management

FCA regulations

TCF principles

Negotiation

Stakeholder management

Quality assurance

Performance management

Analytical skills

Data interpretation

Resource planning

MS Office

CRM systems

SAP

Telephony systems

Recruitment & succession

GCSE Maths & English

Education

GCSE Maths and English

Tools

CRM systems

SAP

Telephony systems

Microsoft Office

Job description

VWFS UK is seeking a Collections Team Manager to lead a team responsible for fact-finding, negotiation and resolution of customer accounts in arrears. You will ensure fair outcomes, regulatory adherence and strong customer relationships across VWFS brands.

You will coach and develop Advisors, drive performance, and collaborate with executives to optimise workloads and service levels while maintaining high quality standards.