Collections Team Leader

Capital on Tap; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Capital on Tap is seeking a Senior Collections Team Leader to shape the culture and performance of its Collections department in Manchester. This role involves leading a team, driving a customer-first culture, and managing high-stakes situations while fostering a collaborative environment. Ideal candidates will bring over three years of leadership experience in collections with strong analytical and communication skills.

Benefits

Private Healthcare including dental and optician services

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension 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

Free drinks and snacks in our offices

Qualifications

• 3+ years of leadership experience in Collections.
• Experience managing UK and US collections.
• Strong analytical, communication, and negotiation skills.

Responsibilities

• Lead and mentor a team of Team Leaders and Senior Agents.
• Act as the escalation point for complex cases.
• Utilize data insights to enhance performance.

Skills

Analytical skills

Communication

Negotiation skills

Job description

We’re Capital on Tap
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?
We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

This is a Hybrid role, the Collections team work from our Manchester Offices 3 days per week.

Senior Collections Team Leader We’re looking for a Senior Team Leader to play a key leadership role in our Collections department as we establish our Manchester office. You’ll shape team culture, drive performance, and foster a risk-aware, customer-focused environment. As the most senior Collections leader on-site, you’ll deputize for the Head of Collections and Senior Operations Manager while also leading special projects to improve customer experience and business outcomes.

• Lead and mentor a team of Team Leaders, Senior Agents, and front-line staff.
• Act as the escalation point for complex cases and risk resolution.
• Ensure a customer-first culture, driving fair outcomes and compliance.
• Utilize data insights to enhance performance, identify risks, and implement improvements.
• Drive team development through coaching, 1-2-1s, and performance management.
• Oversee specialized processes such as debt sale, risk resolution, and business change initiatives.
• Manage a multi-channel, shift-based team serving both US and UK customers.
• Build strong relationships with internal and external stakeholders.
• 3+ years of leadership experience in Collections within a multi-channel environment (e.g., outbound dialer, inbound calls, SMS, WhatsApp, web chat, email).
• Experience managing UK and US collections, ideally in credit card or SME lending.
• Strong analytical, communication, and negotiation skills.
• In-depth knowledge of regulations (GDPR, FCA, insolvency, Equalities Act).
• Proven ability to develop, engage, and motivate teams in remote, hybrid, and onsite settings.
• Comfortable managing high volumes, complex cases, and performance challenges.
• Experience supporting vulnerable customers and navigating risk-sensitive situations.

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 PerksWe 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 optician 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
️ 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
Free drinks and snacks in our offices

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

Interview Process:
First stage: 30 minute intro and values call with Talent Partner (Video call)
Second stage: 45 minute CV overview with Team Manager (In Person)
Final stage: 60 minute overall assessment with Head of Department (In person)

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

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At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

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