Key skills
GoLeadershipTeam LeadershipCommunication
About this role
Role Overview
- Lead, coach, and develop a team of 8–12 Customer Care Specialists
- Set clear performance expectations and manage against KPIs and SLAs
- Foster a high-performance, customer-centric culture
- Support hiring, onboarding, and ongoing development of team members
- Act as the escalation point for complex cases and complaints
- Oversee day-to-day collections and recoveries activities across unsecured personal loans
- Ensure effective handling of DMPs, IVAs, complaints, regulatory notices, and complex queries
- Drive proactive customer outreach strategies and campaign effectiveness
- Identify process inefficiencies and implement improvements
- Collaborate cross-functionally to support wider operational goals
- Maintain a strong balance between credit risk and conduct risk
- Ensure adherence to FCA guidelines, TCF principles, and internal policies
- Monitor quality and compliance across customer interactions
- Support handling of vulnerable customers and financial difficulty cases
- Step in to support operational workload when required
- Handle complex customer interactions across multiple channels (telephony, email, etc.)
- Lead by example in delivering exceptional customer outcomes
Requirements
- Proven experience managing a Collections team in unsecured personal lending
- Strong understanding of customer outreach strategies and collections campaigns
- Deep knowledge of financial services regulation (FCA, TCF, KYC)
- Experience balancing credit performance with fair customer outcomes
- Ability to handle and resolve complex customer issues and complaints
- A proactive mindset with a focus on continuous improvement
- Strong leadership skills with a passion for coaching and developing others
- Excellent communication skills across stakeholders and teams
- High attention to detail and commitment to accuracy
- Flexibility and adaptability in a fast-paced environment
- Minimum 2+ years customer service experience in financial services
- Minimum 1+ year collections/debt recovery experience
- Previous team leadership or supervisory experience preferred
- Experience working with vulnerable customers and financial difficulty cases
- Strong problem-solving and analytical thinking skills
- Ability to manage multiple priorities and work under pressure
- Experience with multi-channel communication (telephony & email essential)
- Strong self-management and organisational skills
- Good level of education and excellent computer literacy
Benefits
- Everyone owns a piece of the company
- equity
- Hybrid with 3 days a week in the office with occasional travel to London
- 25 days’ holiday a year, plus 8 bank holidays
- 2 paid volunteering days per year
- One month paid sabbatical after 4 years
- Employee loan
- Free gym membership through WellHub
- Team wellness budget to be active together
- set up a yoga class, a tennis lesson or go bouldering