Strategic Collections & Recoveries Team Lead

Volkswagen Group; Thorpe Waterville; Ibrido; GBP 48.000 - 64.000; Tempo pieno

Vantaggi offerti da questo lavoro

Pension scheme (9% employer)

Car schemes: ECO or BEV company car

Private medical insurance after probab

Life assurance (4x salary)

Retail discount vouchers

Care Concierge service

Cycle to work

LinkedIn Learning / Degreed platform

Mentoring schemes

Descrizione del lavoro

VWFS UK is seeking a Collections Team Manager to lead a high-performing team responsible for arrears faced accounts. You will coach staff, ensure fair outcomes aligned with FCA and internal policies, and act as escalation for complex cases while safeguarding customer relationships.

You will drive capability development, monitor quality, and manage workloads across telephony and administration channels. A strong focus on process improvements and collaboration with senior leaders is essential.

Competenze

• Proven people management experience, with the ability to coach, develop and motivate high-performing teams.
• Strong knowledge of FCA regulations, Treating Customers Fairly (TCF) principles and customer-focused collections practices.
• Excellent communication, negotiation and stakeholder management skills, with the confidence to influence at all levels.
• Experience of quality assurance, performance management and driving continuous improvement initiatives.
• Strong analytical skills, with the ability to interpret data and management information to support decision-making.
• Experience managing workloads and resources to successfully deliver operational service levels and KPIs.
• Highly organised, resilient and able to prioritise effectively in a fast-paced, target-driven environment.
• Strong systems knowledge, including Microsoft Office and customer management platforms such as CRM, SAP and telephony systems.
• Experience supporting recruitment, talent development and succession planning activities.
• GCSEs (Maths and English) are required in the job specification.

Mansioni

• Lead, coach and develop a team of Collections & Recoveries Advisors to deliver performance, quality and service targets.
• Drive fair, consistent customer outcomes, ensuring all decisions align with FCA regulations and internal policies.
• Act as the escalation point for complex cases, including vulnerable customer situations and forbearance solutions.
• Manage team performance, attendance and development through regular coaching, feedback and succession planning.
• Monitor quality standards through audits, call listening and compliance reviews to ensure regulatory adherence.
• Support recruitment, onboarding and capability development to build a high-performing team.
• Identify and implement process improvements that enhance efficiency and customer experience.
• Collaborate with operational leaders to manage workloads, resources and service levels across telephony and administration channels.
• Build strong relationships with internal and external stakeholders, including senior leaders, solicitors and recovery partners.
• Deputise for the Collections Operations Manager when required.

Conoscenze

People management

FCA regulations

TCF principles

Communication

Negotiation

Stakeholder management

Quality assurance

Data analysis

Workload management

Microsoft Office

CRM systems

SAP

Telephony systems

Career development

Formazione

GCSEs (Maths & English)

Strumenti

SAP

CRM system

Telephony systems

Microsoft Office

Descrizione del lavoro

VWFS UK is seeking a Collections Team Manager to lead a high-performing team responsible for arrears faced accounts. You will coach staff, ensure fair outcomes aligned with FCA and internal policies, and act as escalation for complex cases while safeguarding customer relationships.

You will drive capability development, monitor quality, and manage workloads across telephony and administration channels. A strong focus on process improvements and collaboration with senior leaders is essential.