Senior Collections Team Leader

capitalontap; Cardiff; Hybrid; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Private Healthcare

Worldwide travel insurance

Salary Sacrifice Pension

28 days holiday

Learning & Wellbeing Budget

Enhanced Parental Leave

Cycle to Work

Season Ticket Loan

Job summary

Capital on Tap, based in Cardiff, is seeking a Senior Collections Team Leader to guide a multi-channel team and drive customer-focused outcomes. You will coach leaders and front-line staff, ensuring compliant, fair interactions while collaborating on risk, performance, and change initiatives.

The role is office-based for the initial period, moving to a hybrid pattern with three days in the office and two at home each week. Salary £45k–£50k, 37.5 hours, Monday–Friday.

Qualifications

• Extensive collections experience across multiple channels (outbound, inbound, SMS, web chat, email).
• Knowledge of regulation (GDPR, FCA) and working with vulnerable customers.
• Proven ability to coach, mentor and develop team members.

Responsibilities

• Lead and develop a team of Team Leaders and frontline staff to deliver results.
• Foster a customer-first culture with fair outcomes and compliant interactions.
• Analyze data to spot risks and drive improvements across processes.

Skills

Collections experience

Multi-channel

Regulatory knowledge

People development

Communication

Analytics

Tech & AI awareness

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
• we're profitable

Check out the development opportunities in the Collections team.

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.

Hours

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

Salary

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.

We're Looking For

• 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

• 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

Other Info

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