Collections Manager – Operations Team
We are seeking a dynamic Collections Manager with a background in Financial Services to join our Operations team during an exciting phase of growth. The role involves overseeing Early Arrears and Customer Support functions, developing strategies, leading teams, and managing risk while ensuring FCA compliance and high‑quality customer service.
What You'll Do
* Manage and resolve customer queries and complaints quickly and efficiently.
* Assess customer affordability and propensity to pay in line with the Consumer Duty framework.
* Maintain compliance for all agreements and review high‑risk contracts for appropriate action.
* Ensure vulnerable customers receive best‑practice support and that cases are moved to mainstream support where possible.
* Prepare accurate daily, weekly and monthly reports for the department and report incidents or risks in accordance with policy.
* Coach and develop the supervisory team to meet department and individual targets.
* Monitor calls and reporting to ensure compliance and quality, and work cross‑functionally to meet customer needs.
* Contribute to strategy planning, analyse key indicators, and drive the collections strategy.
* Hold regular 1‑to‑1 meetings, provide feedback, and manage HR matters for direct reports.
* Support smooth delivery of new systems and processes.
* Conduct soft credit checks and fraud screening through Credit Reference Agencies and CIFAS.
Qualifications
* Proven experience in collections within the financial services sector.
* Strong understanding of CCA 1974, FCA regulations, and FOS procedures.
* Excellent communication and stakeholder engagement skills.
* Capability to thrive in fast‑paced environments, multitask, set priorities, and meet deadlines.
* Ability to coach and develop a supervisory team.
* Basic DBS check required – no unspent convictions.
Benefits
* Discretionary bonus scheme
* Electric vehicle (EV) salary sacrifice
* Pension salary sacrifice
* Private medical coverage
* Income protection
* Hybrid working arrangement
* Employee Assistance Programme (EAP)
* Annual £200 personal growth fund
* Paid volunteering days
Billing Finance is an equal opportunity employer. We recognise that some candidates may need reasonable adjustments during the application process. Please let us know if you require any support.
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