Collections Team Lead – Customer Outcomes & Compliance

Volkswagen Group; The Lee; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Employer pension contributions (9%)

Private medical insurance

Life assurance (4x salary)

Retail discount vouchers

Cycle to work

Car schemes (ECO / BEV)

Care Concierge services

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 while protecting long-term relationships and drive regulatory adherence across the Collections & Recoveries function.

You will coach and develop advisors to meet performance and service targets, maintain quality standards, and collaborate with senior stakeholders to optimise workloads and processes in a fast-paced

Qualifications

• Proven people management experience.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder management skills.
• Experience with quality assurance and performance management.
• Strong analytical skills with data/MIS interpretation.
• Experience managing workloads to meet KPIs.
• Highly organised in a fast-paced, target-driven environment.

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 internal policies.
• Act as escalation point for complex cases including vulnerable customers and forbearance solutions.
• Manage team performance, attendance and development through coaching, feedback and succession planning.
• Monitor quality standards 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, resources and service levels across channels.
• Build strong relationships with internal and external stakeholders, including senior leaders, solicitors and recovery partners.
• Deputise for the Collections Operations Manager when required.

Skills

People management

FCA regulations

TCF principles

Stakeholder management

Quality assurance

Data analysis

CRM / SAP / telephony

Microsoft Office

Education

GCSE Maths & English

Tools

CRM systems

SAP

Telephony systems

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 while protecting long-term relationships and drive regulatory adherence across the Collections & Recoveries function.

You will coach and develop advisors to meet performance and service targets, maintain quality standards, and collaborate with senior stakeholders to optimise workloads and processes in a fast-paced