Collections Team Manager

Vwfs Uk; Milton Keynes; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Pension 9%

Eco Car Ownership

Car scheme for BEVs

Private medical insurance

Life assurance

Job summary

VWFS UK is seeking an experienced Collections Team Manager to lead a team responsible for arrears accounts, ensuring fair outcomes and protecting customer relationships. You will drive regulatory adherence and operational excellence across Collections & Recoveries, acting as voice of the business to support positive customer experiences.

You will coach and develop Advisors, ensure FCA alignment, manage performance and collaborate with internal and external partners to meet KPIs.

Qualifications

• Proven people management experience with ability to coach, develop and motivate teams.
• Strong knowledge of FCA regulations and Treating Customers Fairly principles.
• Excellent communication, negotiation and stakeholder management skills.
• Experience in quality assurance, performance management and driving improvements.
• Strong analytical skills and ability to use data for decision-making.
• Experience managing workloads to meet service levels and KPIs.
• Organised, resilient and able to prioritise in a fast-paced environment.
• Experience with CRM, SAP and telephony systems.
• Experience supporting recruitment and talent development.

Responsibilities

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance and service targets.
• Drive fair customer outcomes in line with regulations and policies.
• Act as escalation point for complex cases including vulnerable customers.
• Monitor team performance, attendance and development through coaching and succession planning.
• Oversee quality audits, call listening and compliance reviews.
• Support recruitment, onboarding and capability development.
• Identify and implement process improvements to enhance efficiency and customer experience.
• Collaborate with leaders to manage workloads, resources and service levels across channels.
• Build relationships with stakeholders, including senior leaders, solicitors and recovery partners.
• Deputise for Collections Operations Manager when required.

Skills

People management

FCA regulations

TCF principles

Stakeholder management

Quality assurance

Data analysis

Workforce planning

CRM & telephony

Microsoft Office

Recruitment & development

Education

GCSEs Maths & English

Tools

CRM

SAP

Telephony systems

Microsoft Office

Job description

We're looking for a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears, ensuring fair and appropriate outcomes while protecting long-term customer relationships. This role will be instrumental in delivering consistent customer outcomes, maintaining regulatory and policy adherence, and driving operational excellence across the Collections & Recoveries function. As a role model for your team, you'll ensure internal policies and procedures are applied consistently, while acting as the voice of the business to support positive customer experiences across all VWFS brands.

What you’ll be doing:

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes, ensuring all decisions align with FCA regulations and internal policies.
• Act as the escalation point for complex cases, including vulnerable customer situations and forbearance solutions.
• Manage team performance, attendance and development through regular coaching, feedback and succession planning.
• Monitor quality standards through audits, call listening and compliance reviews to ensure regulatory adherence.
• Support recruitment, onboarding and capability development to build a high-performing team.
• Identify and implement process improvements that enhance efficiency and customer experience.
• Collaborate with operational leaders to manage workloads, resources and service levels across telephony and administration channels.
• Build strong relationships with internal and external stakeholders, including senior leaders, solicitors and recovery partners.
• Deputise for the Collections Operations Manager when required.

What you’ll bring:

You’ll be a confident and people-focused leader with a strong understanding of collections, regulatory compliance and customer outcomes, capable of developing high-performing teams in a fast-paced operational environment. You'll have a passion for delivering fair customer outcomes, coaching and developing others, and driving continuous improvement while maintaining the highest standards of quality, compliance and performance.

• Proven people management experience, with the ability to coach, develop and motivate high-performing teams.
• Strong knowledge of FCA regulations, Treating Customers Fairly (TCF) principles and customer-focused collections practices.
• Excellent communication, negotiation and stakeholder management skills, with the confidence to influence at all levels.
• Experience of quality assurance, performance management and driving continuous improvement initiatives.
• Strong analytical skills, with the ability to interpret data and management information to support decision-making.
• Experience managing workloads and resources to successfully deliver operational service levels and KPIs.
• Highly organised, resilient and able to prioritise effectively in a fast-paced, target-driven environment.
• Strong systems knowledge, including Microsoft Office and customer management platforms such as CRM, SAP and telephony systems.
• Experience supporting recruitment, talent development and succession planning activities.

GCSEs (or equivalent) in Maths and English.

Why join VWFS UK?

You'll have the opportunity to make a difference by helping us to achieve our mission. Our mission is straight forward; we want to be “The Key to Mobility”. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers. No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you! VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn't just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team. This role does not meet the UKVI's criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.

Benefits

• Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.
• Car schemes: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance.
• Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
• Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).
• Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.
• We invest in our people and are passionate about driving development. You'll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.