Compliance‑Driven Collections Team Lead

Volkswagen Group; North Aston; Vor Ort; GBP 65.000 - 86.000; Vollzeit

Benefits dieser Stelle

Pension (9%)

Private medical insurance

Life assurance (4x salary)

Company car scheme

Employee discounts

Learning & development

Cycle to work

Zusammenfassung

Volkswagen Group in the United Kingdom seeks a Collections Team Manager to lead a team focused on arrears cases, negotiations and fair outcomes. You will ensure regulatory adherence, drive performance, and safeguard customer relationships across VWFS brands.

You will coach, develop and motivate the team, manage escalations, and partner with leaders and external partners to deliver service levels and KPI targets in a fast-paced environment.

Qualifikationen

• Proven people management experience, coaching and developing high-performing teams.
• Strong knowledge of FCA regulations and Treating Customers Fairly (TCF) principles.
• Excellent communication, negotiation and stakeholder management skills.
• Experience with quality assurance, performance management and continuous improvement.
• Strong analytical skills to interpret data and support decision-making.
• Experience managing workloads to meet service levels and KPIs.
• Highly organised, resilient and able to prioritise in a fast-paced environment.
• GCSEs in Maths and English.

Aufgaben

• Lead, coach and develop a team of Collections & Recoveries Advisors to meet targets.
• Ensure decisions align with FCA regulations and internal policies.
• Act as escalation point for complex cases and forbearance solutions.
• Manage performance, attendance and development through coaching and succession planning.
• Monitor quality via audits, call listening and compliance reviews.
• Support recruitment and capability development for a high-performing team.
• Identify and implement process improvements for efficiency and customer experience.
• Collaborate with stakeholders to manage workloads and service levels.

Kenntnisse

People management

FCA regulations

TCF principles

Negotiation

Stakeholder management

Quality assurance

Data analytics

CRM & SAP

Microsoft Office

Recruitment & succession planning

Ausbildung

GCSE Maths & English

Tools

CRM

SAP

Telephony systems

Jobbeschreibung

Volkswagen Group in the United Kingdom seeks a Collections Team Manager to lead a team focused on arrears cases, negotiations and fair outcomes. You will ensure regulatory adherence, drive performance, and safeguard customer relationships across VWFS brands.

You will coach, develop and motivate the team, manage escalations, and partner with leaders and external partners to deliver service levels and KPI targets in a fast-paced environment.