Collections Team Leader

📍 Cardiff | 🏢 3 days in office, 2 from home. You’ll work from the office for your first 12 weeks whilst you get set up in your new role.

Collections Team 🚀
As a Collections Team Leader, you will lead and support a team of up to 8 agents to deliver fair customer outcomes and excellent service. You will coach, develop, and motivate team members, manage performance and key metrics, act as an escalation point, and collaborate with stakeholders to ensure best practices are followed and barriers to success are removed.

What You’ll Be Doing 🗃️

• Lead and support a team to deliver strong customer and business outcomes.


• Ensure compliance with departmental processes, industry standards, and regulatory requirements, including Consumer Duty and FCA guidance, with a focus on supporting vulnerable customers.


• Oversee performance against SLAs, driving efficiency across calls and digital channels while maintaining high-quality conversations and first contact resolution.


• Coach and develop team members through regular 1-1s, coaching, and team meetings to enhance performance and engagement.


• Build strong stakeholder relationships and act as an escalation point, providing guidance and support when required

We’re Looking For 🔎

• Extensive leadership experience in multi-channel Collections environments, including management of UK and US portfolios (credit card or SME lending preferred).


• Strong knowledge of regulatory frameworks including GDPR, FCA, Consumer Duty, insolvency, and the Equalities Act.


• Proven ability to develop, engage, and motivate teams across remote, hybrid, and onsite settings.


• Strong analytical, communication, negotiation, and critical thinking skills with a proactive problem-solving approach.


• Experienced in managing high volumes, complex cases, performance challenges, and supporting vulnerable customers in risk-sensitive situations.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.


• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.


• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.


• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.


• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Interview Process 🤝

• Stage 1: First stage: 30-minute intro and values call with Talent Partner (Video call)


• Stage 2: Final stage: In-person interview with a Manager from the Collections Team and the Head of Collections in Cardiff

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 opticians 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
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 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.