Team leader - Collections

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.

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.