Collections Team Lead: FCA-Compliant Coaching & Recovery

Volkswagen Group; St Leonards; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Employer pension 9%

Private medical insurance

Car ownership scheme

Job summary

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

You'll drive performance, coach staff, and ensure compliance with FCA regulations, while partnering with senior managers and external partners to optimise service levels and deliver continuous improvement across the Recoveries function.

Qualifications

• Proven people management experience coaching and developing teams.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder management skills.
• Experience with quality assurance and performance management.
• GCSEs (or equivalent) in Maths and English.

Responsibilities

• Lead and develop a team of Collections & Recoveries Advisors to meet targets.
• Ensure fair customer outcomes and regulatory adherence.
• Escalate complex cases including vulnerable customers.
• Oversee recruitment, onboarding and capability development.
• Collaborate with leaders to manage workload and service levels.
• Deputise for the Collections Operations Manager when required.

Skills

People management

FCA regulations

TCF principles

Negotiation

Stakeholder management

Quality assurance

Data analysis

CRM systems

MS Office

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 responsible for fault finding, negotiation and resolution of customer accounts in arrears, ensuring fair outcomes while protecting long-term relationships.

You'll drive performance, coach staff, and ensure compliance with FCA regulations, while partnering with senior managers and external partners to optimise service levels and deliver continuous improvement across the Recoveries function.