Collections Team Lead — Fair Outcomes & Compliance

Volkswagen Group; Bow Brickhill; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Pension

Private medical insurance

Car schemes

Discount vouchers

Care Concierge

LinkedIn Learning

Job summary

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

You will develop high-performing teams, manage performance, and drive process improvements in a fast-paced environment. Strong FCA knowledge and stakeholder management are essential for success.

Qualifications

• Proven people management experience, with 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 deliver service levels and KPIs.
• Highly organised, resilient and able to prioritise effectively in a fast-paced, target-driven environment.
• Hig hly proficient with systems such as CRM, SAP and standard office tools.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes, ensuring all decisions align with FCA regulations and internal policies.
• Act as the escalation point for complex cases, including vulnerable customer situations and forbearance solutions.
• Manage team performance, attendance and development through regular coaching, feedback and succession planning.
• Monitor quality standards through audits, call listening and compliance reviews to ensure regulatory adherence.
• Support recruitment, onboarding and capability development to build a high-performing team.
• Identify and implement process improvements that enhance efficiency and customer experience.
• Collaborate with operational leaders to manage workloads, resources and service levels across telephony and administration 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

Negotiation

Stakeholder management

Quality assurance

Analytical skills

Education

GCSE Maths

GCSE English

Tools

CRM

SAP

Telephony systems

Microsoft Office

Job description

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

You will develop high-performing teams, manage performance, and drive process improvements in a fast-paced environment. Strong FCA knowledge and stakeholder management are essential for success.