Senior Collections Team Leader

📈Check out the development opportunities in the Collections team.

🏢Location: Cardiff. The first 3 months will be fully office based before moving onto our hybrid working pattern which will require 3 days in the office per week, 2 from home.

🏠37.5 hours per week, Monday to Friday 9am - 5:30pm.

💸Salary banding is £45k - £50k depending on experience

Senior Collections Team Leader
We're looking for an experienced Collections leader to join our team and help shape a supportive, customer-focused culture. You'll work closely with colleagues to build trust, encourage collaboration, and help the team feel genuinely supported. As the most senior Collections leader on-site, you'll work alongside the Head of Collections and Senior Operations Manager, partnering on projects that improve customer experience and business outcomes.

What You’ll Be Doing

• Support and develop a team of Team Leaders, Senior Agents and front-line staff, through regular coaching, mentoring and collaborative development conversations.
• Help build a customer-first culture together with your team, ensuring fair outcomes and compliance across all customer interactions.
• Work with data and technology to understand performance, spot risks early, and collaborate on improvements.
• Oversee specialist workstreams, working closely with colleagues on processes such as debt sale, risk resolution, and business change initiatives.
• Bring together a multi-channel, shift-based team serving both US and UK customers, nurturing trusted relationships with internal and external stakeholders.

We’re Looking For

• Extensive Collections experience in a multi-channel environment (outbound dialer, inbound calls, SMS, WhatsApp, web chat, email), ideally spanning UK and US markets in credit card or SME lending.
• Sound regulatory knowledge, including GDPR, FCA requirements, insolvency and the Equalities Act, along with a genuine commitment to supporting vulnerable customers through risk-sensitive situations.
• A track record of caring for and developing people - engaging and motivating teams across remote, hybrid and onsite settings.
• Good communication and analytical skills, with a collaborative approach to negotiating, and comfort managing high volumes, complex cases and performance challenges.
• An understanding of how technology and AI can support performance in a fast-paced, regulated environment, and enthusiasm for helping your team make the most of it.

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
🍫 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)
🤝Final stage: 60 minute in-person interview with the Senior Collections Manager and Head of Collections