Castle Trust Bank – Basingstoke, Hampshire
We have an opportunity for an experienced Collections Manager to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending, and savings accounts to a variety of customers. Proud winners of the ‘Best Place to Work’ award at the Hampshire Business Awards 2023!
We are looking for a Collections Manager to join our Omni Capital Retail Finance business. Omni partners with retailers nationwide to provide their customers with innovative credit solutions, using state-of-the-art technology that allows them to spread the cost of their purchases. We’re on the lookout for new talent to help continue to drive our thriving business forward.
The Collections Manager will be responsible for managing Omni’s end-to-end collections process, working closely with the Head of Customer Service to ensure Omni delivers best-in-class service to our customers, driving the right customer outcomes and business needs. The role will include managing Omni’s external debt collection agency and debt sale partners, and leading a team of collections agents to ensure strong recovery metrics are achieved. This role requires someone passionate about collections management.
This role will be based in our Basingstoke office 5 days a week. There will be some flexibility for homeworking on an ad-hoc agreement, but the expectation is that it is mainly an office-based role.
What we are looking for in you…
It is important that you have proven experience managing a collections team in a regulated contact centre environment (ideally 10+ FTE). You will have demonstrable experience managing debt purchaser and debt collection agency relationships with a strong working knowledge of collections and arrears recovery processes in relation to consumer credit. You should demonstrate confidence in managing customers in financial difficulty, including vulnerability and forbearance management. Your leadership skills will be excellent, having worked with multiple business stakeholders, influencing decisions and driving projects forward. You will have an understanding of complaints management (including the FOS), and contract and debt sale tender process management. Strong communication and relationship-building skills are essential to thrive in this environment.
Additionally, you should be target-driven with a strong focus on achieving positive customer outcomes. Excellent planning and organisational skills are necessary, along with the ability to make quick decisions and adapt to changing business needs. You will need knowledge of the Consumer Credit Act and related regulations in financial services to be successful in this role. Your style will be flexible, maintaining high standards under pressure, demonstrating professionalism, and working collaboratively with both internal and external teams. You will need to be self-motivated, consistently striving to improve processes and create top-tier customer service teams.
What’s in it for you…
We offer a competitive salary (guide salary to £50,000, dependent on skills and experience), an annual performance-related bonus based on individual and company performance, and a generous contributory pension scheme. Other benefits include life assurance, 25 days annual leave (plus bank holidays) with the option to buy/sell up to 5 additional days (terms apply), and an extra day paid annual leave for volunteering.
Wellbeing is high on our agenda, and we offer healthcare benefits through Equipsme. All colleagues have free access to TELUS Health EAP to support their health and wellbeing. Additional benefits include free eye test vouchers, discounted gym membership, and season ticket travel loans (if applicable).
Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!
Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.
We are proud to support people with disabilities and are committed to being a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role, you will be offered an interview. Should you require any reasonable adjustments to support you in your application, please contact ******@castletrust.co.uk
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