About the Role
We are looking for an experienced Team Leader to lead a UK Collections team within a fast-paced BPS environment. The ideal candidate will have a strong background in motor vehicle finance collections, credit control, or arrears management, along with proven experience in managing and motivating teams to deliver performance excellence while maintaining compliance and customer-centric standards.
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.
- 58 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.
