Collections Team Manager
Location: Milton Keynes
Salary: starting from £34,037 – Company Car Scheme, 27 Days Holiday plus Bank Holidays, Pension scheme and more!
Contract: Full Time Fixed Term Contract until April 2026
Closing Date: 3rd April 2025
Reporting into the Collections Operations Manager, you will be accountable for leading a customer-facing team to deliver consistently high quality, low effort customer experience giving personalised, effortless service. Contribute to and actively participate in the wider Customer Operations leadership team and ensure a consistent application of internal policies and procedures whilst demonstrating role-model behaviour.
What’s in it for you?
An excellent remuneration, two Company Car schemes to choose from, discretionary bonus and 27 days holiday in addition to statutory bank holidays plus much more!
Responsibilities:
* Lead a team of Collections and Recoveries Advisors, including a Senior Advisor, in delivery of performance related KPIs and SLAs, through proactively managing underperformance and stretching high performers in line with a succession plan.
* Managing outsourcer queries.
* Managing the performance of their team, through coaching and continuous improvement based methods, to ensure optimal quality and consistency of outcomes, in line with Financial Regulation.
* Develop and grow the team to make decisions that ensure fair and balanced customer outcomes, with the expectation that when a resolution is outside of a Senior Advisors or Advisors remit; they will become the point of escalation.
* Ensure team understands the customer needs and handle customer types appropriately including but not limited to Vulnerable Customers.
* Be a TCF Champion and point of escalation for Vulnerable Customers, to ensure the customers’ circumstances have been fully investigated and all options explored to reach the right outcome for the customer.
* Effectively manage Performance & Absence, in line with policy, with HR support when required.
* Effectively manage recruitment to employ people with the required skills, experience and competence, using a variety of tools (e.g. CBI, Role Play, Technical Assessment).
* Conduct appropriate Quality Assurance activity which could include, but not limited to; call and email monitoring, process and procedure adherence, correspondence and customer outcome audits, to ensure the team meet or exceed quality standards and Financial Conduct Authority (FCA) compliance regulations.
Skills and Experience Required:
* Previous experience in a Collections Contact Centre Environment at a manager level.
* Strong communication skills across the spectrum up to Senior Management.
* Ability to negotiate and influence stakeholders and customers as appropriate.
* Strong organisational and time management skills.
* Confident in dealing with, and managing expectations of customers and colleagues.
* Ability to continually review processes and procedures for improvement in efficiencies or meeting of legislation.
* Ability to demonstrate systematic thought processes and plan and manage own workload/delivery.
* Ability to understand and interpret data and management information.
* Ability to cope under pressure and meet strict deadlines.
About Volkswagen Financial Services:
Our mission is straightforward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can.
As part of our Hybrid working pilot, we are giving our colleagues the opportunity to work a minimum of one day in the office, potentially moving to 2 in the near future so flexibility is expected. The training for this role would be based solely from the office for the first 8 weeks or so.
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