Lead Collections & Recoveries Coach (FCA Compliant)

Volkswagen Group; Avon Dassett CP; Vor Ort; GBP 40.000 - 60.000; Vollzeit

Benefits dieser Stelle

Employer pension 9%

Private medical insurance

Car scheme options

Retail discounts

Zusammenfassung

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears cases, ensuring fair outcomes while protecting customer relationships. The role drives FCA compliance and policy adherence across Collections & Recoveries for VWFS brands.

You will coach Advisors, manage performance, and implement process improvements to boost efficiency. Our focus is on delivering high-quality outcomes with strong governance and stakeholder collaboration.

Qualifikationen

• Proven people management experience with coaching and development.
• Strong knowledge of FCA regulations and TCF principles.
• Excellent communication, negotiation and stakeholder management skills.
• Experience with quality assurance, performance management and continuous improvement.

Aufgaben

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance and service targets.
• Drive fair, consistent customer outcomes in line with FCA regulations and internal policies.
• Act as escalation point for complex cases including vulnerable customers and forbearance solutions.
• Manage team performance, attendance and development through coaching and succession planning.
• Monitor quality through audits, call listening and compliance reviews.

Kenntnisse

People management

FCA regulations

TCF principles

Stakeholder management

Quality assurance

Performance management

Data analysis

Workload management

CRM systems

SAP

Ausbildung

GCSEs in Maths and English

Tools

CRM

Telephony systems

SAP

Jobbeschreibung

VWFS UK is seeking a Collections Team Manager to lead a team responsible for arrears cases, ensuring fair outcomes while protecting customer relationships. The role drives FCA compliance and policy adherence across Collections & Recoveries for VWFS brands.

You will coach Advisors, manage performance, and implement process improvements to boost efficiency. Our focus is on delivering high-quality outcomes with strong governance and stakeholder collaboration.