Collections Team Manager

Fair Finance; Greater London; Hybrid; GBP 32,000 - 40,000; Full time

Benefits offered by this job

25 days holiday

Birthday day off

WFH budget

Private health insurance

Perkbox discounts

EAP (Employee Assistance)

Pension matching

Job summary

Fair Finance is seeking a Collections Team Manager based in our Dalston office with flexibility to work from home. You will own a portfolio of arrears and drive ambitious reductions while upholding our social mission.

You will partner with the Credit Risk & Collections Manager to monitor performance indicators, streamline processes, and coach the team to deliver ethical, customer‑focused outcomes. Applicants should have a minimum of 2 years' collections experience (or 1 year in a retail

Qualifications

• Minimum 2 years' experience in collections in unsecured retail finance.
• Or experienced Team Leader in retail financial services with at least 1 year of collections experience.

Responsibilities

• Manage arrears portfolio of 1–90 days past due and drive ambitious reduction targets.
• Support clients in arrears with ethical, responsible solutions aligned with our mission.
• Monitor team performance using key indicators and drive improvements.
• Oversee team activity and help develop new processes with the manager.
• Coach team members and provide guidance to officers managing early arrears.

Skills

Collections

Customer service

Communication skills

Problem solving

Team coaching

Job description

Reporting to: Head of Marketing and Operations

Type: Permanent, Full Time

Salary: £36,000.00 per annum

Location: Based in our Dalston office with flexibility to WFH

The Collections Team Manager is a new role in the team and a key part of Collections Team. You will be instrumental in supporting our Credit Risk to develop the collections' function and have an active role in Managing our Collections team.

Your focus will be to achieve our business objectives without compromising our social objectives. We are looking for people who can make the correct ethical and responsible decisions, meeting the needs of our business and our clients. Your responsibility will be to take ownership of our arrears portfolio and find a way to achieve our arrears targets whilst doing what's best for our clients.

• Managing arrears portfolio; take ownership of a portfolio of clients who have been in arrears between 1 and 90 days and achieve ambitious arrears reduction targets.

• Supporting clients who have fallen in to arrears; making appropriate contact, suggesting realistic solutions that whilst achieving our business goals and will not compromise our mission to tackle financial exclusion.

• Monitoring and Analysis; working alongside the Credit Risk & Collections Manager you will analyse the activity of the team, assessing against a number of performance indicators and using this analysis to find ways to drive performance.

• Managing team activity; you will also have an active role in overlooking the team's activity and with the support of our Credit Risk & Collections Manager, develop new processes and actions plans to improve the team's performance.

• Coaching; acting as a role model in the team, providing guidance and support as appropriate to the Collections Officer. Providing ad hoc support to Personal Loans Officers in managing their clients in the early days of their arrears.

About you

You will demonstrate integrity and ethical judgement, understanding the importance of ethical and responsible decisions to support our business and our clients whilst demonstrating a passion for Fair Finance and our social mission.

Your experience

• You will have a minimum of 2 years of experience in collections, from an organisation providing unsecured retail financial products (credit cards, personal loans, etc.) or be an experienced Team Leader within retail financial services and with 1 year of collections experience.

• You will have a proven track record of providing excellent Customer Service and have the Communication Skills to be comfortable engaging with clients, team members, the management team and external suppliers.

Your skills

• You will organise and manage your time effectively; balancing the day to day demands of the business whilst managing your portfolio of clients.

• Problem solving; you will need to demonstrate your ability to understand and analyse clients' issues and be able to find solutions for them. Your analytical and problem solving skills will be key to making the right decision for our clients under varying and complex circumstances.

• You will have a high level of computer literacy.

• You will demonstrate your ability to thrive within a small team and recognise the importance of balancing this with working independently and making decision for the good of the team and your clients. You will also demonstrate the potential for supporting and coaching others outside of your team and future members of the Collections Team.

This job description may be amended from time to time to reflect the changing needs of the business.

Why work for Fair Finance?

Fair Finance is a social business with ambitious plans.

• Over the last twenty years Fair Finance has helped over a hundred thousand people escape the clutches of high-cost money lenders, start businesses or avoid eviction.

• Our work has helped influence Government policy and legislation.

• We have demonstrated how purpose and profit can work together to change the financial system for the better.

• We believe in employing, growing and building around exceptional people who share our values.

• We have created an environment where you can genuinely put clients before profits and make a difference to our clients’ lives.

• We will provide you with a supportive workplace surrounded by peers who want you to do well, with responsibility to make a real difference in the organisation and the opportunity to thrive and make the role your own.

• We are a diverse organisation full of people who understand the balance between achieving business objectives and our social mission.

• Our Head Office is in a shared workspace in Dalston, housing creative businesses, social enterprises and charities.

• Hybrid working and work practice flexibility is offered.

Employee Benefits

• Annual holiday entitlement of 25 days in addition to UK public holidays.

• An additional paid day off for your birthday.

• Staff receive an additional 'WFH budget' to allow even greater location flexibility.

• Private Health Insurance.

• Perkbox access for a wide range of discounts.

• Employee Assistance Programme (EAP).

• 3% matching contribution towards a stakeholder pension.