Senior Collections Team Manager

Worldpay; Manchester; On-site; GBP 45,000 - 65,000; Full time

Job summary

Worldpay is seeking a Senior Collections Team Manager for its Manchester office. This role involves leading a team to exceed cash targets, enhancing customer service, and driving continuous improvement initiatives. If you have substantial experience in operations leadership and a passion for coaching teams, apply to make your mark!

Benefits

Healthcare allowance

Access to pension scheme with company contributions

Employee Assistance Programs

Paid time off and public holidays

Access to counseling and mental health support

Qualifications

• Experience in FCA-regulated environment is ideal.
• Ability to coach, mentor, and inspire team members.
• Exposure to target-driven environments.

Responsibilities

• Manage a team of collections agents and their performance.
• Ensure cash collection and customer service excellence.
• Collaborate with stakeholders to resolve customer queries.

Skills

Leadership

Customer Service

Negotiation

Influence

Continuous Improvement

Cash Collection

Education

Minimum 5 years experience in an operations leadership role

Job description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day.When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

We’re looking for a Senior Collections Team Manager to join our ever-evolving SMB Collections team based in Manchester to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team

Our SMB Collections teams provide support to our Small to Medium Business customers, managing accounts with a strong focus on cash collection, and aged debt clearance. You’ll be part of a high-performing, fast-paced team that always strive to exceed cash and quality targets whilst operating in line with FCA, DPA and Banking Code Regulations.

Customer Experience

Our Customer Experience Worldpayers are at the heart of it all — enabling us to provide world-class support to customers. Unwavering dedication and enthusiasm, they’re always finding ways for us to grow together

What you’ll own

You will be managing a team of 6-8 high-performing agents in a fast-paced environment, and you will be responsible for managing performance against KPI's.

You’ll be responsible for the planning and distribution of work to a team of Collections Advisors, ensuring there is a strong focus on cash collection and excellent customer service.

You will work closely with a variety of internal and external stakeholders to build strong relationships, resolve customer queries and ultimately ensure the protection against loss to Worldpay via the reduction in the bad debt provision.

As the Senior Collections Team Manager you will also be supporting the Senior Level Management Team for our Collections department with continuous improvement initiatives ranging from Collections strategy, maintenance of SOPS and acting up when required.

This role is fast paced working across multiple platforms and lines of business with the aim of providing a first-time resolution service to a portfolio of corporate customers.

Communication is a key part of this role, building effective internal and external business relationships.

What you bring

• Minimum of 5 years of experience in an operations leadership role, ideally within an FCA-regulated environment.
• Ability to develop, lead, and motivate a team a n understanding of how to coach, mentor and inspire people.
• Creating a culture of continuous improvement in Operations for both customer and colleagues
• Excellent customer service skills with experience of negotiation and influence
• Previous exposure to working in a target-driven environment
• Understanding of Direct Debits & knowledge of bed debt reduction

Added bonus if you have:

• Experience working with small to medium business customers
• Understanding of BACS rules

Accountable – You never stand still, never settle. You work at pace to achieve your goals.

Dynamic - You champion your ideas and stay flexible to make them happen. You know that every action adds up.

Determined - You stay open – winning, and failing, as one. Always looking for solutions that add value.

What makes a Worldpayer

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.

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Privacy Statement

Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

Explore the benefits we offer to Worldpayers in the United Kingdom

My Health

We provide a healthcare allowance towards the costs of your health benefits, giving you the flexibility to choose the coverage you and your family needs across our medical, dental and healthcare cash plans. Our medical plan also includes a neurodiversity assessment pathway.

My Money

We offer access to a pension scheme with a company contribution of 9% of base salary if you contribute at least 3%. You can also own your personal finances through our Workplace ISA and GIA.

My Lifestyle

We offer Employee Assistance Programs to support through any changes that matter to you.

My Family

Our family inclusion network offers support for Worldpayers raising families and caring for family members.

My Protection

We offer company-funded life and income protection insurance with the option to purchase additional insurances, including critical illness for you and your partner, life insurance for your partner, and personal travel insurance.

My Time Off

We offer paid time off and public holidays so you can rest, recharge and spend time on what matters most.

My Specialized Support

We offer company-funded annual Health Assessments. We also provide free access to a Virtual GP for you and your family, and full funding for female Worldpayers to access our Menopause Support Plan.

My Specialized Support

We provide a monthly wellbeing allowance for you to spend on anything that supports your physical and/or mental wellbeing.

Application steps

Here's where we'll learn a little about you, why you want to join Worldpay, and why you'd be a good addition to our team. You'll also need to upload your resume and a cover letter too.

Application Review

Once you’ve submitted your application, Worldpayers will review it and see if you’re a good match for the role, team and culture. If you’re successful, we'll invite you for an interview where we can get to know each other better.

Interview with a Worldpayer

This is the time where we get to know you better, and your opportunity to learn more about us. The best way to thrive is to bring your whole self to the conversation. We’ll ask about your skills and experiences, as well as your career aspirations. Depending on the role, you might have multiple interviews with various Worldpayers.

Offer and Onboarding

The exciting part! If you’re the best candidate, your recruiter will be in touch to confirm your offer. If you accept, we’ll walk you through the next steps of what you can expect during your background check and onboarding process to get you ready to become an official Worldpayer.

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