Hybrid Collections Team Lead — Coach, Compliance & Impact

Capital on Tap; Cardiff; Hybride; GBP 37 000 - 50 000; Plein temps

Avantages offerts par ce poste

Private Healthcare including dental

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

Octopus EV Salary Sacrifice Scheme

28 days holiday

Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Therapy sessions

Dog Friendly Offices

Free drinks and snacks

Résumé du poste

Capital on Tap, based in Cardiff, seeks a Collections Team Leader to guide a team of up to 8 agents in delivering fair outcomes and excellent service. You will coach, monitor performance, and collaborate with stakeholders to remove barriers and uphold best practices.

You will focus on vulnerable customers, ensure regulatory compliance, and drive high-quality, first-contact resolutions across channels. The role blends leadership with hands-on coaching in a hybrid office setup.

Qualifications

• Strong leadership experience in multi-channel Collections environments.
• Knowledge of regulatory frameworks including GDPR, FCA, Consumer Duty.
• Proven ability to manage individual and team performance.
• Highly effective communicator with analytical and critical thinking skills.
• Experience guiding teams to deliver fair, customer-focused outcomes.

Responsabilités

• Lead and support a team delivering fair and effective collections outcomes, ensuring vulnerable customers receive appropriate support.
• Ensure compliance with departmental processes, industry standards, and regulatory requirements, including Consumer Duty and FCA guidance.
• Oversee performance against SLAs, driving efficiency across calls and digital channels while maintaining high-quality conversations.
• Coach and develop team members through regular 1-1s and team meetings to enhance performance and engagement.
• Use experience with vulnerable customers to guide ongoing development of the team.

Connaissances

Leadership

Regulatory knowledge

Performance management

Communication

Analytical thinking

Vulnerability awareness

Description du poste

Capital on Tap, based in Cardiff, seeks a Collections Team Leader to guide a team of up to 8 agents in delivering fair outcomes and excellent service. You will coach, monitor performance, and collaborate with stakeholders to remove barriers and uphold best practices.

You will focus on vulnerable customers, ensure regulatory compliance, and drive high-quality, first-contact resolutions across channels. The role blends leadership with hands-on coaching in a hybrid office setup.