About You. Are you an experienced Collections Manager who has worked within Financial Services? Does the idea of joining a company who are undergoing a genuinely exciting period of change and growth appeal? Are you a strategic problem-solver who thrives in a fast-paced environment? About the Role. We’re now seeking a dynamic Collections Manager with a background in Financial Services to join our Operations team at an exciting phase of growth. You’ll oversee our Early Arrears and Customer Support functions, developing innovative strategies, leading teams, and managing risk effectively. You’ll be actively involved in daily operations, ensuring we comply with FCA regulations and uphold all vulnerability principles Your leadership skills will be crucial as you coach and mentor our supervisory team, contribute to strategic planning, and analyse and prepare data to drive results. You’ll ensure we meet our targets whilst ensuring FCA compliance, exceptional customer service standards and that we adhere to (and whenever possible surpass) expected standards of service and that all policies and procedures are upheld. What You’ll Do. Collections Arrears Portfolio Ensure that customer queries and complaints are handled with speed, efficiency, and care, adhering to the highest standard possible Understanding customers affordability and propensity to pay All agreements are managed within a compliant manner and following Consumer Duty framework, ensuring good customer outcomes. Responsible for reviewing high risk contracts and taking appropriate operational action Customer Support Team Maintain, ensure and wherever possible, surpass industry best practice for vulnerable customers Ensure that customers are supported to the highest standard, and where possible, move cases back to mainstream support Management Information Responsibility Ensure all daily, weekly, monthly reports from all areas within the department that you are responsible for are submitted accurately and on time Report any incidents or risks to the business within policy guidelines Line Management Coach and develop the supervisory team members to achieve department and individual targets and ensure all matters are followed up on Monitor calls and reporting to ensure compliance and call quality expectations and work closely with other areas of the business to address customer needs Contribute to strategy planning sessions as well as analyse key data indicators to define & develop the collections strategy Schedule and follow through on all 1-2-1 regular meetings and give regular feedback. Involvement in all HR matters concerning direct line reports with ownership and responsibility. Ensure smooth delivery of any new systems and processes. You’ll be an innovative thinker with exceptional communication skills and the ability to confidently engage with stakeholders at all levels. You thrive in fast-paced environments, excelling at multitasking, setting priorities, and meeting strict deadlines. Proven experience and a strong understanding of CCA 1974, FCA regulations, and FOS procedures are essential. About Billing Finance We are a privately-run, family-owned vehicle financing Company based on the outskirts of Northampton who are in an exciting phase of Transformation. We focus on customers with non-standard credit profiles that may not fit the automated underwriting processes of other lenders. Our mission is to help get all our people, including customers and staff “where they need to be” by “putting them at the heart of everything we do”. Our values are: We are responsible – We are conscious of our impact on people and planet We care about you – We are kind and compassionate with our customers and with each other We work with you – We support financial wellbeing for our customers and the wider community The successful candidate will not only have a successful and fulfilling career with us but will also receive a fantastic range of benefits: Discretionary bonus scheme Electric Vehicle salary sacrifice scheme Pension salary sacrifice scheme Private Medical Income Protection Hybrid working Employee Assistance Programme Annual £200 personal growth fund Paid volunteering days The Recruitment Process and How We Will Use Your Data The recruitment process will involve obtaining information and/or exchanging it with the following organisations to assist with our pre-employment checks prior to interview. Credit Reference Agencies – to complete a soft credit check to understand your financial history CIFAS – to check both National and Internal databases for fraudulent activity. The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found here https://www.cifas.org.uk/fpn. To complete these checks, you will be asked to provide your address history for the past six years, along with your full name and date of birth. The successful candidate will be required to undergo a Basic DBS check to comply with our FCA compliance framework. A satisfactory Basic Disclosure showing no unspent convictions is a prerequisite for this position. We may also ask for proof of your right to work status or evidence of any qualification or experience prior to being offered employment. Further information on how we collect and use your data during the recruitment process can be found in our Privacy Policy here https://billingfinance.co.uk/privacy-policy/ Billing Finance is an equal opportunities employer, and we understand that for some candidates to perform their best they may need some reasonable adjustments. If we can make your application journey with us more suitable for you, please do let us know and we will endeavour to help.