Team leader - Collections

About the Role

Team Leader

Key Responsibilities

Team Leadership & People Management

• Lead, coach, and motivate a team of collection agents to meet individual and team targets for collections, quality, and compliance.
• Conduct regular 1-on-1s, performance reviews, and feedback sessions.
• Manage daily workflows, queue allocation, and escalations efficiently.
• Foster a positive work culture focused on accountability, learning, and collaboration.
• Drive adherence to company policies, process updates, and compliance standards.
• Track team KPIs including productivity, resolution rate, and call quality.

Collections & Process Management

• Work with customers to identify and arrange sustainable repayment or settlement plans aligned with their financial circumstances.
• Perform credit control and arrears calling to negotiate repayment of outstanding balances.
• Conduct detailed income and expenditure analysis to assess affordability.
• Identify and manage vulnerable customers with care and apply forbearance where appropriate.
• Ensure all processes align with

  FCA regulations

  ,

  Consumer Credit Act

  ,

  GDPR

  , and internal risk frameworks.
• Oversee financial adjustments including credit amendments, fee reversals, and forbearance measures.
• Escalate complex or high-risk cases in line with governance and risk-management procedures.
• Maintain accurate documentation and system updates for all customer interactions.

Continuous Improvement & Reporting

• Analyze collection trends and identify improvement opportunities in scripts, strategy, or training.
• Collaborate with quality and training teams to enhance process efficiency and compliance.
• Provide periodic reports on team performance, risk metrics, and portfolio recovery.

Required Skills & Experience

• Graduate in any discipline.
• 5–8 years of total experience in UK Collections, Credit Control, or Arrears Management, with at least 1 year in a Team Lead capacity.
• Expertise in motor-vehicle finance or consumer credit preferred.
• Strong understanding of

  FCA regulations

  ,

  Consumer Credit Act

  ,

  GDPR

  ,

  insolvency procedures

  , and

  customer vulnerability protocols

  .
• Excellent communication, negotiation, and analytical skills.
• Proficient in MS Office, reporting tools, and CRM systems.
• Ability to handle multiple priorities, work under tight timelines, and deliver results.