Collections Team Lead: Fair Outcomes & Growth

Volkswagen Group; Little Milton; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Employer pension contribution (9%)

Private medical insurance

Car schemes

Employee discounts

Training & development opportunities

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, ensuring fair outcomes and protecting customer relationships.

You will coach advisors, drive FCA compliance and performance, while collaborating with stakeholders to maintain service levels and continuous improvement across collections and recoveries.

Qualifications

• Proven people management experience.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder management skills.
• Experience of quality assurance, performance management and continuous improvement.
• Strong analytical skills and data interpretation to support decisions.
• Experience managing workloads and resources to meet service levels and KPIs.
• Highly organised, resilient and able to priority tasks in a fast-paced environment.
• GCSE Maths and English.

Responsibilities

• Lead, coach and develop a team to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes in line with FCA regulations.
• Act as escalation point for complex cases and forbearance solutions.
• Manage team performance, attendance and development through coaching and succession planning.
• Monitor quality through audits and compliance reviews.
• Support recruitment, onboarding and capability development.
• Identify process improvements to enhance efficiency and customer experience.
• Collaborate with stakeholders to manage workloads and service levels.

Skills

People management

FCA regulations

TCF

Communication

Negotiation

Stakeholder management

Quality assurance

Data interpretation

CRM

SAP

Microsoft Office

Education

GCSE Maths

GCSE English

Tools

CRM

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, ensuring fair outcomes and protecting customer relationships.

You will coach advisors, drive FCA compliance and performance, while collaborating with stakeholders to maintain service levels and continuous improvement across collections and recoveries.