Collections Team Leader: Coach, Compliance & Impact

Volkswagen Group; Middle Aston; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Pension plan

Private medical insurance

Company car scheme

Employee car ownership

Income protection

Life assurance

Retail discounts

Care Concierge

Cycle to work

Will writing service

Job summary

Volkswagen Group is seeking a Collections Team Manager to lead a team responsible for 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, support recruitment, and drive improvements across telephony and administration channels, building strong relationships with stakeholders.

Qualifications

• Proven people management experience and ability to coach and motivate teams.
• Strong knowledge of FCA regulations and Treating Customers Fairly (TCF).
• Excellent communication, negotiation and stakeholder management skills.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors.
• Ensure fair, consistent customer outcomes and regulatory adherence.
• Monitor quality via audits, call listening and compliance reviews.

Skills

People management

Communication

Negotiation

Stakeholder management

Data interpretation

Coaching

Regulatory awareness

Education

GCSEs in Maths and English

Tools

CRM

SAP

Microsoft Office

Job description

Volkswagen Group is seeking a Collections Team Manager to lead a team responsible for 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, support recruitment, and drive improvements across telephony and administration channels, building strong relationships with stakeholders.