Collections & Recoveries Team Leader

Volkswagen Group; Marsh Gibbon; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Employer pension contribution 9%

Private medical insurance

Car schemes

Income protection

Life assurance

Retail discount vouchers

Care Concierge

Cycle to work

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team handling arrears cases, negotiations and customer outcomes while safeguarding relationships. You will drive regulatory adherence, performance and service levels across telephony and administration channels.

You will coach and develop advisors, manage workload and resources, and collaborate with senior leaders and recovery partners to optimise processes and outcomes in a fast-paced environment.

Qualifications

• Proven people management experience across Collections & Recoveries.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder skills.
• Experience with QA, performance management and MI analytics.

Responsibilities

• Lead, coach and develop a team to meet performance, quality and service targets.
• Ensure fair customer outcomes and regulatory adherence in decisions.
• Escalate complex cases and support capability development and succession planning.
• Monitor quality through audits, call listening and compliance reviews.

Skills

People management

FCA regulations

TCF principles

Communication

Negotiation

Stakeholder management

Coaching

Data interpretation

Process improvement

Prioritisation

Education

GCSEs Maths & English

Tools

CRM

SAP

Telephony systems

Microsoft Office

Job description

VWFS UK is seeking a Collections Team Manager to lead a team handling arrears cases, negotiations and customer outcomes while safeguarding relationships. You will drive regulatory adherence, performance and service levels across telephony and administration channels.

You will coach and develop advisors, manage workload and resources, and collaborate with senior leaders and recovery partners to optimise processes and outcomes in a fast-paced environment.