Lead Collections & Recoveries Team (FCA)

Volkswagen Group; Sandford-on-Thames; Presencial; GBP 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Employer pension contribution 9%

Private medical insurance

Life assurance (4x salary)

Salary sacrifice options

Care Concierge

Descripción de la vacante

Volkswagen Financial Services UK is seeking a Collections Team Manager to lead a team responsible for arrears accounts, ensuring fair outcomes and protecting customer relationships. You will drive performance, compliance and customer satisfaction across collections and recoveries.

The role emphasizes coaching, escalation for complex cases, and collaboration with stakeholders to maintain service levels and regulatory adherence. A strong focus on development and continuous improvement is expected.

Formación

• Proven people management experience and ability to coach and develop teams.
• Strong knowledge of FCA regulations and Treating Customers Fairly principles.
• Excellent communication and negotiation skills with stakeholde rs at all levels.

Responsabilidades

• Lead, coach and develop a team of Collections & Recoveries Advisors to meet performance, quality and service targets.
• Ensure fair, consistent customer outcomes aligned with FCA regulations and internal policies.
• Act as escalation point for complex cases, including vulnerable customers and forbearance solutions.
• Monitor quality through audits, call listening and compliance reviews to ensure regulatory adherence.
• Support recruitment, onboarding and capability development to build a high-performing team.

Conocimientos

People management

FCA regulations

Negotiation

Stakeholder management

Data analysis

Educación

GCSEs in Maths and English

Herramientas

CRM

SAP

Microsoft Office

Telephony systems

Descripción del empleo

Volkswagen Financial Services UK is seeking a Collections Team Manager to lead a team responsible for arrears accounts, ensuring fair outcomes and protecting customer relationships. You will drive performance, compliance and customer satisfaction across collections and recoveries.

The role emphasizes coaching, escalation for complex cases, and collaboration with stakeholders to maintain service levels and regulatory adherence. A strong focus on development and continuous improvement is expected.