Senior Collections Team Leader — Data-Driven, People-Centric

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

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.