Collections Team Lead — Fair Outcomes & Performance

Volkswagen Group; Great Haseley; On-site; GBP 60,000 - 80,000; Full time

Job summary

VWFS UK is seeking a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears, ensuring fair outcomes while protecting long-term relationships.

You will coach Advisors, ensure FCA compliance, manage performance, develop capabilities and drive process improvements across telephony and administration channels in a fast-paced environment.

Qualifications

• Proven people management experience with the ability to coach, develop and motivate teams.
• Strong knowledge of FCA regulations and Treating Customers Fairly (TCF) principles.
• Excellent communication, negotiation and stakeholder management skills.
• Experience of quality assurance, performance management and driving continuous improvement.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance, quality and service targets.
• Ensure decisions align with FCA regulations and internal policies; act as escalation point for complex cases.
• Manage team performance, attendance and development through coaching, feedback and succession planning.
• Monitor quality standards through audits and compliance reviews; support recruitment and capability development.
• Identify process improvements to enhance efficiency and customer experience.

Skills

People management

Regulatory compliance

Communication

Negotiation

Stakeholder management

Analytical skills

CRM systems

SAP

Microsoft Office

Education

GCSE Maths & English

Tools

CRM

SAP

Microsoft Office

Telephony systems

Job description

VWFS UK is seeking a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears, ensuring fair outcomes while protecting long-term relationships.

You will coach Advisors, ensure FCA compliance, manage performance, develop capabilities and drive process improvements across telephony and administration channels in a fast-paced environment.