Senior Collections Team Leader

Capital on Tap; Cardiff; Hybrid; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Private Healthcare

Travel Insurance

Anniversary Rewards

Pension

28 Days Holiday

Learning Budget

Parental Leave

Cycle to Work

Season Ticket Loan

Therapy Sessions

Drinks & Snacks

Job summary

Capital on Tap in Cardiff is seeking an experienced Senior Collections Team Leader to shape a supportive, customer-focused culture. You’ll work with the Head of Collections and Senior Operations Manager on projects that improve customer experience and business outcomes.

The role demands extensive multi-channel collections experience across UK and US markets, sound regulatory knowledge, and a track record of developing people in hybrid, onsite and remote settings.

Qualifications

• Senior collections leader with multi-channel experience.
• Knowledge of GDPR, FCA requirements, insolvency and Equalities Act.
• Experience across UK and US markets in credit card or SME lending.
• Proven ability to develop teams in remote, hybrid and onsite settings.

Responsibilities

• Coach and develop Team Leaders and frontline staff with regular feedback.
• Foster a customer-first culture with fair outcomes and compliance.
• Use data and technology to monitor performance and drive improvements.
• Oversee debt sale, risk resolution and business change initiatives.
• Lead a multi-channel, shift-based team serving UK and US customers.
• Collaborate with internal and external stakeholders to optimise processes.
• Support regulatory compliance and risk-sensitive decision-making.

Skills

Team Leadership

Coaching

Customer Focus

Data Analysis

Regulatory Knowledge

Multi-Channel Experience

Stakeholder Management

Communication Skills

Change Management

AI & Tech Enablement

Job description

We’re Capital on Tap Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!

Location: Cardiff. The first 3 months will be fully office based before moving onto our hybrid working pattern which will require 3 days in the office per week, 2 from home.

37.5 hours per week, Monday to Friday 9am - 5:30pm.

Salary banding is £45k - £50k depending on experience.

Senior Collections Team Leader

We're looking for an experienced Collections leader to join our team and help shape a supportive, customer-focused culture. You'll work closely with colleagues to build trust, encourage collaboration, and help the team feel genuinely supported. As the most senior Collections leader on-site, you'll work alongside the Head of Collections and Senior Operations Manager, partnering on projects that improve customer experience and business outcomes.

What You’ll Be Doing

• Support and develop a team of Team Leaders, Senior Agents and front-line staff, through regular coaching, mentoring and collaborative development conversations.
• Help build a customer-first culture together with your team, ensuring fair outcomes and compliance across all customer interactions.
• Work with data and technology to understand performance, spot risks early, and collaborate on improvements.
• Oversee specialist workstreams, working closely with colleagues on processes such as debt sale, risk resolution, and business change initiatives.
• Bring together a multi-channel, shift-based team serving both US and UK customers, nurturing trusted relationships with internal and external stakeholders.
• Extensive Collections experience in a multi-channel environment (outbound dialer, inbound calls, SMS, WhatsApp, web chat, email), ideally spanning UK and US markets in credit card or SME lending.
• Sound regulatory knowledge, including GDPR, FCA requirements, insolvency and the Equalities Act, along with a genuine commitment to supporting vulnerable customers through risk-sensitive situations.
• A track record of caring for and developing people - engaging and motivating teams across remote, hybrid and onsite settings.
• Good communication and analytical skills, with a collaborative approach to negotiating, and comfort managing high volumes, complex cases and performance challenges.
• An understanding of how technology and AI can support performance in a fast-paced, regulated environment, and enthusiasm for helping your team make the most of it.

Diversity & Inclusion

We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

• Private Healthcare including dental and optician services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
• Salary Sacrifice Pension Scheme up to 7% match
• 28 days holiday (plus bank holidays)
• Annual Learning and Wellbeing Budget
• Enhanced Parental Leave
• Cycle to Work Scheme
• Season Ticket Loan
• 6 free therapy sessions per year
• Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process

First stage: 30 minute intro and values call with Talent Partner (Video call)

Final stage: 60 minute in-person interview with the Senior Collections Manager and Head of Collections