Financial Support (Collections) Team Leader

The Role:

We are looking for an experienced Collections Team Leader who is passionate about leading people and help support our customers in their time of need. Your expertise in Collections and leadership will ensure team members feel supported, valued, and equipped to handle the challenges that come with Collections work, ultimately driving both team satisfaction and improved customer experiences. You will also be a champion of customer outcomes, getting it right for our customers first time and the management of regulated customer journeys.

Responsibilities:

• Provide ongoing coaching to team members on effective, empathetic communication techniques tailored to Good Customer Outcomes. Regularly review calls or interactions to give constructive feedback, ensuring customer challenges are addressed with respect, patience, and professionalism.
• Develop and share strategies for resolving complex issues, focusing on sustainable solutions that align with both customer needs and business goals. Be a point of escalation for sensitive cases, demonstrating the importance of empathy and solution-oriented thinking.
• Responsible for account ownership from issue to resolution
• Manage a team of multi-skilled, multi-channel agents, prioritising workload in line with Operation KPIs and Customer outcomes
• Monitor team performance, setting realistic targets that balance productivity and customer care. Prioritize employee wellbeing by being available for emotional support, recognizing signs of burnout, and offering resources to help team members manage stress that challenging customer interactions may bring.
• Create an environment that encourages openness and support. Regularly recognize achievements, promote collaboration, and ensure each team member feels valued and motivated. Encourage a shared sense of purpose and reinforce a “customer-first” approach.
• Workflow management across Team to prevent abandoned contact and missed opportunities.
• Access data and MI to help drive performance
• Have a good understanding of financial regulations and ensuring that we adhere to these.
• Document and deliver processes to provide support and improvements to designated customer base.
• Encourage team members to develop their skills through training and professional development. Work with individuals to identify areas for growth, provide resources to build on strengths, and motivate them to achieve their personal and professional goals.

About Us:

One-third of the UK working-age population is not able to access mainstream financial services. These people find themselves excluded from affordable credit and treated poorly by mainstream financial institutions. Too few are successfully supported on the journey to financial health. Our purpose is “To improve the nation’s financial health through accessibility, affordability and community.”

We are a fast-growing social FinTech (Financial Technology) company giving not-for-profit Credit Unions in the UK access to a state-of-the-art fintech ecosystem. We aim to grow a select group of Community Lenders into a network of challenger banks offering a viable alternative to high-cost lenders.

• 2+ years of experience in a Collections environment (preferably in financial services/fintech)
• You uphold a high standard of ethics, ensuring that all team actions align with company values and respect customer needs. You instill a customer-first mentality within the team, emphasizing integrity and a commitment to helping customers reach positive financial outcomes.
• You display a strong ability to understand and relate to both customer and team member perspectives. You are patient, take the time to listen actively and respond thoughtfully in any situation, creating a safe and trusting environment.
• You communicate clearly, tailoring messages to resonate with team members and customers alike. You use effective listening skills and open-ended questions to engage, understand, and support others.
• You naturally instill confidence and a sense of purpose within the team. You recognize individual contributions and encourage ongoing improvement, using positive reinforcement to foster resilience and dedication.
• You have sound working knowledge of MS Word, and Excel, and experience in task/process-based evaluation.
• You are organised and with exceptional attention to detail.
• Good working knowledge of relevant regulatory bodies such as FCA, PRA
• Sound understanding of key regulatory principles such as Consumer Duty and Treating Customer’s Fairly

• Competitive salary
• 2 days work from home (following sign off on role competencies)
• 25 days annual leave
• Discount shopping
• Private health insurance
• Subsidised Gym Membership

Commitment:

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note that all offers of employment are conditional on us obtaining satisfactory pre-employment checks, including a DBS check, a credit check and employment references.