Senior Collections & Recoveries Team Lead

Volkswagen Group; Earls Barton; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Pension plan

Car scheme

Private medical insurance

Life assurance

Job summary

VWFS UK in the United Kingdom seeks a Collections Team Manager to lead a high-performing team focused on arrears cases, negotiations and fair outcomes in line with FCA regulations. You will drive performance, coach staff and ensure operational excellence across collections and recoveries.

You'll champion regulatory compliance, coach for development, and work with stakeholders to optimise customer outcomes while maintaining strong relationships with internal and external partners.

Qualifications

• Proven people management experience and ability to coach and motivate teams.
• Strong knowledge of FCA regulations and TCF principles in collections.
• Excellent communication, negotiation and stakeholder management skills.
• Experience with quality assurance, performance management and process improvement.
• Strong analytical skills to interpret data and MI for decision-making.
• Experience managing workloads to meet service levels and KPIs.
• Highly organised and resilient in a fast-paced, target-driven environment.
• Proficient with CRM, SAP and telephony platforms.

Responsibilities

• Lead and develop a Collections & Recoveries team to meet performance and service targets.
• Ensure decisions align with FCA regulations and internal policies.
• Act as escalation point for complex cases and vulnerable customers.
• Monitor quality through audits and compliance reviews.
• Support recruitment, onboarding and capability development.
• Identify and implement process improvements for efficiency and experience.
• Collaborate with leaders to manage workloads and service levels.

Skills

People management

Regulatory compliance

Stakeholder management

Negotiation

Performance management

Quality assurance

Data analysis

Coaching

Recruitment & development

Education

GCSEs Maths & English

Tools

CRM

SAP

Telephony systems

Microsoft Office

Job description

VWFS UK in the United Kingdom seeks a Collections Team Manager to lead a high-performing team focused on arrears cases, negotiations and fair outcomes in line with FCA regulations. You will drive performance, coach staff and ensure operational excellence across collections and recoveries.

You'll champion regulatory compliance, coach for development, and work with stakeholders to optimise customer outcomes while maintaining strong relationships with internal and external partners.