Collections Team Lead: Fair Outcomes & Compliance

Volkswagen Group; Chalfont St Giles; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Pension plan

Private medical insurance

Company car scheme

Life assurance

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team in arrears recovery, ensuring fair outcomes while protecting customer relationships. You will drive FCA-compliant decisions, coach staff, and collaborate with stakeholders to improve efficiency across telephony and administration channels.

The role emphasizes developing high-performing teams, maintaining quality standards, and deputising for Collections Operations Manager when needed.

Qualifications

• Proven people management experience with coaching and development.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder management skills.

Responsibilities

• Lead, coach and develop a team to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes in line with FCA and policies.
• Act as escalation point for complex cases including vulnerable customers and forbearance solutions.
• Manage team performance, attendance and development through regular coaching and succession planning.
• Monitor quality through audits, call listening and compliance reviews.
• Support recruitment, onboarding and capability development for a high-performing team.
• Identify process improvements to enhance efficiency and customer experience.
• Collaborate with leaders to manage workloads and service levels across channels.

Skills

People management

FCA regulations

TCF principles

Negotiation

Stakeholder management

Quality assurance

Performance management

Data interpretation

Resource planning

CRM

Education

GCSEs in Maths and English

Tools

CRM

SAP

Telephony systems

Microsoft Office

Job description

VWFS UK is seeking a Collections Team Manager to lead a team in arrears recovery, ensuring fair outcomes while protecting customer relationships. You will drive FCA-compliant decisions, coach staff, and collaborate with stakeholders to improve efficiency across telephony and administration channels.

The role emphasizes developing high-performing teams, maintaining quality standards, and deputising for Collections Operations Manager when needed.