Collections Team Leader
Capital on Tap Manchester, United Kingdom
Capital on Tap Manchester, United Kingdom
We're Capital on Tap Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.
Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.
Check out the development opportunities in the Collections team.
This is a Hybrid role, the Collections team work from our Manchester City Centre Offices 3 days per week. You'll work from the office for your first 12 weeks whilst you get set up in your new role.
Shifts
You'll work between the hours of 8am-8pm. The shifts are:
8am-4:30pm
9am-5:30pm
11am-8:30pm (You'll get to work fully remote this week)
Collections Team Leader • As a Collections Team Leader, you'll support and guide a team of up to 8 agents, supporting your team to deliver fair customer outcomes and support their continuous development. You'll coach, develop, and motivate your team, act as a point of escalation, and work closely with key stakeholders. Alongside managing performance and key metrics, you'll ensure best practices are followed and remove any barriers that stand in the way of great service
* Lead a team of up to 8 Collections Agents, ensuring great outcomes for customers and the business.
* Follow departmental processes, industry standards, and regulated guidelines, including Consumer Duty requirements and FCA guidance, to support all customers, including vulnerable customers.
* Have strong oversight of the departmental performance to meet SLA's. Ensuring efficiency in answering inbound/outbound calls, emails, SMS and Whatsapp. Providing oversight to deliver high-quality of conversations and decision-making to support customers and deliver first contact resolution.
* Coach and develop team members through 1-1s, coaching sessions, and team meetings.
* Build strong relationships with management, agents, and key internal teams. Confident in public speaking within meetings and departmental updates.
* Acting as an escalation point for team members on the floor when support is required
We're Looking For •
* 2+ years of leadership experience in Collections within a multi-channel environment (e.g., outbound dialer, inbound calls, SMS, WhatsApp, web chat, email).
* Experience managing UK and US collections, ideally in credit card or SME lending.
* Strong analytical, communication, and negotiation skills
* Able to problem-solve and think critically
* In-depth knowledge of regulations (GDPR, FCA, Consumer Duty, insolvency, Equalities Act)
* Proven ability to develop, engage, and motivate teams in remote, hybrid, and onsite settings.
* Comfortable managing high volumes, complex cases, and performance challenges.
* Experience supporting vulnerable customers and navigating risk-sensitive situations.
Diversity & Inclusion We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
Great Work Deserves Great Perks We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
Private Healthcare including dental and optician services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices
Check out more of our benefits, values, and mission here.
Interview Process
* First stage: 30 minute intro and values call with Talent Partner (Video call)
* Second stage: 60 minute CV overview with Senior Collections Manager (Video call)
* Final stage: 60 minute technical assessment with Head of Department & Senior Collections Manager (In person)
Other Info Check out our 'Top Tips' for interviewing.
• Keep updated on new job opportunities by following us on Linkedin.
Email careers@capitalontap.com if you have any questions.
Excited to work here? Apply! If you'd like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)
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