Collections Team Leader

Capital on Tap; Cardiff; Hybrid; GBP 37,000 - 50,000; Full time

Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

Octopus EV Salary Sacrifice Scheme

28 days holiday

Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Therapy sessions

Dog Friendly Offices

Free drinks and snacks

Job summary

Capital on Tap, based in Cardiff, seeks a Collections Team Leader to guide a team of up to 8 agents in delivering fair outcomes and excellent service. You will coach, monitor performance, and collaborate with stakeholders to remove barriers and uphold best practices.

You will focus on vulnerable customers, ensure regulatory compliance, and drive high-quality, first-contact resolutions across channels. The role blends leadership with hands-on coaching in a hybrid office setup.

Qualifications

• Strong leadership experience in multi-channel Collections environments.
• Knowledge of regulatory frameworks including GDPR, FCA, Consumer Duty.
• Proven ability to manage individual and team performance.
• Highly effective communicator with analytical and critical thinking skills.
• Experience guiding teams to deliver fair, customer-focused outcomes.

Responsibilities

• Lead and support a team delivering fair and effective collections outcomes, ensuring vulnerable customers receive appropriate support.
• Ensure compliance with departmental processes, industry standards, and regulatory requirements, including Consumer Duty and FCA guidance.
• Oversee performance against SLAs, driving efficiency across calls and digital channels while maintaining high-quality conversations.
• Coach and develop team members through regular 1-1s and team meetings to enhance performance and engagement.
• Use experience with vulnerable customers to guide ongoing development of the team.

Skills

Leadership

Regulatory knowledge

Performance management

Communication

Analytical thinking

Vulnerability awareness

Job description

We're Capital on Tap

Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We've done a pretty good job so far, but we're just getting started!

Location: Cardiff | 3 days in office, 2 from home. You'll work from the office for your first 12 weeks whilst you get set up in your new role.

Salary - Between £37-£50k DOE

Collections Team

As a Collections Team Leader, you will lead and support a team of up to 8 agents to deliver fair customer outcomes and excellent service. You will coach, develop, and motivate team members, manage performance and key metrics, act as an escalation point, and collaborate with stakeholders to ensure best practices are followed and barriers to success are removed.

What You'll Be Doing

• Lead and support a team delivering fair and effective collections outcomes, ensuring vulnerable customers receive appropriate support tailored to their individual circumstances.
• Ensure compliance with departmental processes, industry standard and regulatory requirements, including Consumer Duty and FCA guidance, with a focus on supporting vulnerable customers.
• Oversee performance against SLAs, driving efficiency across calls and digital channels while maintaining high-quality conversations and first contact resolution.
• Coach and develop team members through regular 1-1s, coaching, and team meetings to enhance performance and engagement.
• Use your experience of supporting vulnerable customers to guide, mentor, and support the ongoing development of the team.

We're Looking For

• Strong leadership experience in multi-channel Collections environments, including management of UK and US portfolios (credit card or SME lending preferred).
• A vast knowledge of regulatory frameworks including GDPR, FCA, Consumer Duty, insolvency, and the Equalities Act.
• Proven experience in managing individual and team performance, driving engagement, and supporting teams handling complex and high-risk customer cases.
• A highly effective communicator with strong analytical and critical thinking abilities, able to navigate complex situations and deliver practical solutions.
• Extensive knowledge of vulnerability that will assist you in guiding and developing team members, promoting best practice and delivering fair, customer-focused outcomes across the collections function.

Our Values & Culture

• Just Pilot: We never settle for "good enough". We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it's hard.
• Owners and Dates: We don't chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

Even if you don't have all of the necessary skills, we still encourage you to apply.

Interview Process

• Stage 1: First stage: 30-minute intro and values call with Talent Partner (Video call)
• Stage 2: Final stage: Virtual interview with members of management from the Collections department

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

• Private Healthcare including dental and opticians services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
• Salary Sacrifice Pension Scheme up to 7% match
• Octopus EV Salary Sacrifice Scheme
• 28 days holiday (plus bank holidays)
• Annual Learning and Wellbeing Budget
• Enhanced Parental Leave
• Cycle to Work Scheme
• Season Ticket Loan
• 6 free therapy sessions per year
• Dog Friendly Offices
• Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Other Info

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