Collections & Recoveries Team Leader

Volkswagen Group; Wolverton; In loco; GBP 55.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

Company car scheme

Private medical insurance

Pension plan

Retail discounts

Life assurance

Income protection

Care Concierge

Learning & development

Descrizione del lavoro

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears accounts, ensuring fair outcomes and protecting long-term customer relationships across the VWFS brands. You will drive compliant, efficient operations and coach staff to achieve targets in a fast-paced environment.

The role requires strong people leadership, FCA knowledge, and the ability to balance policy adherence with exceptional customer service.

Competenze

• Proven people management experience leading collections teams.
• Strong knowledge of FCA regulations and Treating Customers Fairly.
• Experience with quality assurance, performance management and MI reporting.
• Excellent communication, negotiation and stakeholder management skills.

Mansioni

• Lead, coach and develop a team of Collections & Recoveries Advisors to meet targets.
• Ensure fair, consistent customer outcomes in line with policies and FCA regs.
• Act as escalation point for complex cases and vulnerable customers.
• Monitor quality, audits and compliance; drive improvements to processes.
• Collaborate with leaders to manage workloads and service levels.

Conoscenze

People management

FCA regulations

TCF principles

Stakeholder management

Quality assurance

Data analysis

Resource planning

CRM/SAP/telephony

Formazione

GCSEs in Maths and English

Strumenti

CRM

SAP

Telephony systems

Descrizione del lavoro

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears accounts, ensuring fair outcomes and protecting long-term customer relationships across the VWFS brands. You will drive compliant, efficient operations and coach staff to achieve targets in a fast-paced environment.

The role requires strong people leadership, FCA knowledge, and the ability to balance policy adherence with exceptional customer service.