Job Details

Collections Manager

Stafford, Flintshire, United Kingdom, £35,000 - £46,500 , Permanent

Posted: 2 hours ago


Collections Manager
£35000 - £46500 Basic +bonus

Plus Car

Main Purpose of the role:
The Collections Manager has a responsibility for all collections activity for live active and agreements (written off) from 1 day arrears until the point at which the agreement is recovered, passed for alternative action or sold.


* FCA Regulated knowledge and practical understanding / deployment

* Detailed Knowledge of Conc 7, TCF, Breathing space, Vulnerable policies, affordability issues and general trajectory of the FCA

* Line Management collections experience in 'Call centre' environment - Use of diallers, blended calls Workflow etc

* Been involved in FLOD (first line of defence) in regulatory matters (risk Management)

* Managing people (development, incentives, and performance)

* Demonstrate record of achievement in a similar environment.


* Ensures principles of Treating Customers fairly are adhered to by all members of the collections team and is central to the provision of processes and procedures in the department

* Acts as role model and leader to ensure the business vision and values are embedded within team

* Drive productivity in line with agreed Key Performance Indicators thus ensuring performance expectations are met, monitors performance and development objectives for all direct reports

* Provides effective, communication to the team, department and business

* Provides support and training for direct reports to maximise productivity and effectiveness, setting clear objectives for improvement

* Assists in the creation of Personal Development Plans for direct reports and supports development-training activities.

* Provides Management Information as required to the Senior Manager and implements actions arising

* Ensures the attendance, punctuality and conduct of all employees is appropriate and professional, ensuring adherence to all codes of practice, policies and procedures within the group

* Leads and takes ownership of project work, driving business improvements through innovation and new initiatives

* Creates, manages and maintains a suit of reporting for operational support and analysis or process and process improvement constantly driving appropriate change

* Maintains reporting suit to properly manage inbound calls, call traffic and staffing requirements

* Maintains a detailed and up-to-date understanding of technology and technology developments to keep the team abreast of market initiatives

* Provides support and guidance to the respective Team Leaders, monitoring and appraising them accordingly

* Control of internal collections agents and Team Leaders

* Control of business losses and recoveries in the collections cycle

* Management of collections strategy from 1 day arrears to end of strategy

* Management of Support function

* Maintain the disaster recovery plan and BCP should the need arise


* Collections strategy as dictated by current trends

* Agent authorisation for repossession activity

* Approval for agreement referral to Fraud / Compliance

* Fee negotiation

* Remove agreements from strategy due to complaint or compliance issues

* Day to day staff management (to include holiday authorisation and shift rotas)

Office based in Chester, Currently some home working but this will change

Job Details

Stafford, Flintshire, United Kingdom
£35,000 - £46,500