Collections Team Manager

SALARY: Starting from £35,983.20 pa dependent on experience

LOCATION: Milton Keynes

HYBRID WORKING: Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office however flexibility is expected to meet the needs of the business and the role.

HOURS / CONTRACT TYPE: Full Time Fixed Term Contract until December 2027, 35 hours per week

CLOSING DATE: 21/10/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.

We're looking for a Collections Team Manager to lead a team responsible for the fact-finding, negotiation and resolution of customer accounts in arrears, ensuring fair and appropriate outcomes while protecting long-term customer relationships.

This role will be instrumental in delivering consistent customer outcomes, maintaining regulatory and policy adherence, and driving operational excellence across the Collections & Recoveries function. As a role model for your team, you'll ensure internal policies and procedures are applied consistently, while acting as the voice of the business to support positive customer experiences across all VWFS brands.

What you'll be doing

• 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.

What you'll bring

You'll be a confident and people-focused leader with a strong understanding of collections, regulatory compliance and customer outcomes, capable of developing high-performing teams in a fast-paced operational environment.

You'll have a passion for delivering fair customer outcomes, coaching and developing others, and driving continuous improvement while maintaining the highest standards of quality, compliance and performance.

Essential experience & skills

• 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 (or equivalent) in Maths and English.

What's in it for you?

Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.

Car schemes*: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance.

OR Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.

Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).

Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.

We invest in our people and are passionate about driving development. You'll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.