Collections Team Leader: Coaching & Recovery Excellence

Travel + Leisure Co.; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Travel + Leisure Co. in London is seeking a Team Leader, Collections to guide a high-performing collections team and foster coaching, process improvements, and risk-aware decision-making.

You will manage portfolios, resolve complex cases, and drive performance while ensuring compliance and quality standards. The role emphasizes leadership coverage, real-time guidance, and collaboration with frontline associates and leadership.

Qualifications

• High school diploma or GED/ALS required.
• Associate or bachelor’s degree preferred.
• Minimum of two years of collections experience.
• Experience handling account resolution, customer negotiations, and regulatory requirements.
• Proven ability to coach, motivate, and support a team.
• Strong knowledge of collections systems and digital tools.
• Experience with mainframe or legacy systems is a plus.
• Proficiency in Microsoft Outlook, Excel, and Word.
• Excellent organizational, time management, and prioritization skills.
• Strong problem-solving and critical-thinking abilities.
• Effective communication and relationship-building skills.

Responsibilities

• Managing and prioritizing assigned portfolios, including high-risk and specialty accounts, to support delinquency reduction and recovery goals.
• Serving as an escalation point for complex accounts, customer concerns, disputes, and reactivation requests.
• Providing real-time floor and virtual support, including policy interpretation and decision-making assistance.
• Coaching and developing collectors through side-by-side support and ongoing training.
• Reviewing account updates, documentation, and file maintenance activities for quality and compliance.
• Supporting reporting, month-end activities, portfolio reviews, and performance tracking.
• Identifying trends, risks, and operational opportunities and escalating insights to leadership.
• Providing leadership coverage when needed, including oversight of daily operations and escalation management.
• Supporting process improvements, system enhancements, training initiatives, and adoption of new tools.

Skills

Communication skills

Coaching

Problem solving

Time management

Organizational skills

Prioritization

Relationship building

Education

High school diploma or GED/ALS

Associate or bachelor’s degree preferred

Tools

Microsoft Outlook

Excel

Word

Mainframe / legacy systems

Job description

Travel + Leisure Co. in London is seeking a Team Leader, Collections to guide a high-performing collections team and foster coaching, process improvements, and risk-aware decision-making.

You will manage portfolios, resolve complex cases, and drive performance while ensuring compliance and quality standards. The role emphasizes leadership coverage, real-time guidance, and collaboration with frontline associates and leadership.