Collections Team Leader

Aldermore Bank; Manchester; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading financial institution in Manchester is seeking a Collections Team Leader to guide a dynamic team in improving customer outcomes. The role involves hands-on management, coaching Collections Advisors, and ensuring compliance and quality in all operations. Ideal candidates should possess strong leadership skills, experience in supporting vulnerable customers, and a commitment to continuous improvement. Enjoy competitive benefits, including a hybrid work model with additional perks.

Benefits

Hybrid working policy - 2 days onsite per week

Annual bonus

10% employer contribution pension

Private medical with BUPA

30 days holiday

Qualifications

• A natural leader who enjoys coaching, mentoring, and supporting others.
• Confident in challenging the status quo and driving continuous improvement.
• An excellent communicator - clear, supportive, and able to influence at all levels.
• Quality-focused and experienced in giving constructive feedback.
• Skilled in supporting customers in arrears.

Responsibilities

• Managing a team of Collections Advisors and conducting development conversations.
• Completing call reviews and providing actionable feedback.
• Analysing productivity trends and improving performance.
• Overseeing day-to-day workflow to meet SLAs.
• Handling complaint escalations and providing guidance.

Skills

Coaching

Communication

Problem-solving

Quality focus

Resilience

Job description

We're looking for a people-focused Collections Team Leader who can bring energy, clarity, and direction to a team that's evolving and growing. This is an exciting time for our department as we transition into a new way of working, and we need someone who's ready to jump in, take the lead, and help guide our teams through change. As a Collections Team Leader, you'll play a hands-on role in the day-to-day running of a cross-skilled team covering Motor and Property portfolios. You'll make sure we're delivering great outcomes for customers - especially those in vulnerable circumstances - while keeping performance, quality, and compliance at the heart of everything we do. If you enjoy coaching others, improving processes, supporting vulnerable customers, and working in a fast-moving, high-profile environment, you'll fit right in.

Responsibilities

• Managing a team of Collections Advisors, including 1-2-1s, development conversations, team meetings, and engagement activities
• Completing call reviews, file reviews, dip checks and providing constructive, actionable feedback
• Acting as the team's SME - supporting with queries, complex cases, and day-to-day guidance
• Creating a positive, supportive, and motivated team culture
• Overseeing the day-to-day workflow and prioritising workloads to meet SLAs
• Setting, monitoring and reviewing objectives in line with departmental targets
• Analysing productivity, quality trends and MI - turning insights into performance improvements
• Representing Collections in relevant forums and keeping key stakeholders informed
• Undertaking detailed case reviews to ensure fair and appropriate actions have been taken
• Managing complaint escalations and complex cases requiring higher-level decisioning
• Providing instructions to solicitors for live litigation or recovery cases

Qualifications & Experience

• A natural leader who enjoys coaching, mentoring and supporting others
• Confident in challenging the status quo and driving continuous improvement
• An excellent communicator - clear, supportive and able to influence at all levels
• Quality-focused, open to feedback, and experienced in giving constructive feedback
• Positive, resilient and able to create a motivating environment for your team
• Skilled in supporting customers in arrears, with experience in complex financial support, litigation or receivership activity
• Confident handling sensitive cases and providing thoughtful, bespoke support to vulnerable customers

We're Aldermore - the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.

We thrive by saying \"yes\" to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose MotoNovo Finance every week to buy their next car, van or motorbike. This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose. Still curious? Join us and we'll make the same promises to you as a colleague, as we do to each of our customers. We're committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. Please note: we have a thorough screening and referencing process, which includes criminal record checks. We champion equality by supporting the exceptions to the rule and getting finance to where it's needed.

Benefits

• Hybrid working policy - 2 days per week onsite in our Manchester office
• Shifts between 08:00 - 18:00 Monday to Friday, working 35 hours per week
• A friendly and flexible culture, the same as how we work with our customers
• A growing organisation that means there's lots of opportunities to progress
• A drive for continuous improvement, which you will be empowered to get behind from day one
• And of course, you will be rewarded competitively, with a great range of core benefits including: annual bonus, 10% employer contribution pension, private medical with BUPA and 30 days holiday