Hybrid Collections Team Lead - Coaching & Compliance

Capital on Tap; Manchester; Hybrid; GBP 37,000 - 50,000; Full time

Benefits offered by this job

Private healthcare

Worldwide travel insurance

Anniversary rewards

Pension scheme

EV salary sacrifice

28 days holiday

Learning & wellbeing budget

Enhanced parental leave

Cycle to work

Season ticket loan

Therapy sessions

Dog-friendly offices

Free drinks & snacks

Job summary

Capital on Tap is seeking a Collections Team Leader in Manchester. You will lead a team of up to 8 agents, coaching and supporting them to deliver fair outcomes while ensuring regulatory compliance. The role covers multiple channels, performance targets, and a focus on vulnerable customers.

You’ll report to the Collections leadership, drive improvements in first contact resolution, and collaborate with stakeholders to remove barriers to success. Hybrid working with some in-office time.

Qualifications

• Proven leadership in multi-channel collections environments.
• Strong knowledge of GDPR, FCA, Consumer Duty and related regs.
• Experience driving engagement and managing complex cases.

Responsibilities

• Lead and support a team delivering fair collections outcomes.
• Ensure compliance with regulatory requirements and vulnerable customers' needs.
• Oversee performance against SLAs across calls and digital channels.
• Coach and develop team members through regular 1-1s and team meetings.
• Mentor team using experience with vulnerable customers.

Skills

Leadership experience

Regulatory frameworks

Performance management

Communication skills

Vulnerability awareness

Job description

Capital on Tap is seeking a Collections Team Leader in Manchester. You will lead a team of up to 8 agents, coaching and supporting them to deliver fair outcomes while ensuring regulatory compliance. The role covers multiple channels, performance targets, and a focus on vulnerable customers.

You’ll report to the Collections leadership, drive improvements in first contact resolution, and collaborate with stakeholders to remove barriers to success. Hybrid working with some in-office time.