At a Glance
- Tasks: Lead and develop a high-performing team in customer collections and recoveries.
- Company: Join a fast-growing fintech redefining consumer lending with innovative technology.
- Benefits: Equity ownership, hybrid work, generous holiday, and wellness initiatives.
- Other info: Opportunity for career growth and a supportive team culture.
- Why this job: Make a real impact in a dynamic environment while growing your leadership skills.
- Qualifications: Experience in collections and strong leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
About Abound
We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer’s unique financial situation. And we’ve shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch. Backed by £2bn+ of funding from top‑tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest‑growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us.
About the Role
We’re looking for an experienced Customer Care Team Lead to manage and develop a high-performing operational team of 8–12 Collections & Recoveries Specialists. This role sits within our fast‑paced Customer Operations function and reports directly to the Director of Customer Operations. Our structure is intentionally flat, offering high visibility and the opportunity to make a real impact.
You’ll be responsible for leading a specialist team handling complex collections and recoveries cases, while balancing credit risk, customer outcomes, and regulatory conduct risk. You’ll also play a key role in shaping proactive customer outreach strategies and continuously improving processes. This is a hands‑on leadership role—ideal for someone who thrives in a scaling fintech environment and is willing to go above and beyond.
About the Team
Our Customer Care Specialists are experts in Collections, with experience across:
- Debt Management Plans (DMPs)
- Individual Voluntary Arrangements (IVAs)
- BNPL and Credit Card ledgers
- Regulatory notices and complaints
- Core unsecured personal loan (UPL) collections
You’ll lead this specialist function and help scale its impact as we grow.
Key Responsibilities
- Team Leadership & Performance
- 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
- Operational Excellence
- Oversee day‑time 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
- Risk & Compliance
- 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
- Hands‑On Contribution
- 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
Who you are
- 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
Skills & Experience Required
- 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
What we offer
- 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
Customer Care Team Lead employer: Dormont Manufacturing Co
At Abound, we pride ourselves on being an exceptional employer that champions a culture of growth and innovation. Our flat organisational structure empowers employees to make impactful contributions while enjoying a supportive environment that prioritises work-life balance, with benefits such as equity ownership, generous holiday allowances, and wellness initiatives. Join us in our mission to redefine consumer lending and be part of a dynamic team that values your development and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Lead
✨Tip Number 1
Network like a pro! Reach out to people in the fintech space, especially those who work at Abound or similar companies. A friendly chat can open doors and give you insider info on what they’re really looking for.
✨Tip Number 2
Prepare for the interview by understanding their mission and values. Dive deep into how they use AI and Open Banking data. Show them you’re not just another candidate; you’re genuinely excited about redefining consumer lending!
✨Tip Number 3
Practice your leadership stories! Think of specific examples where you’ve led a team through challenges, especially in collections. Be ready to discuss how you balanced customer outcomes with credit risk – that’s key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team and being part of our exciting journey.
We think you need these skills to ace Customer Care Team Lead
Some tips for your application 🫡
Show Your Passion for Customer Care:When writing your application, let us see your enthusiasm for customer care! Share specific examples of how you've gone above and beyond to help customers in previous roles. This will show us that you truly understand the importance of exceptional service.
Highlight Your Leadership Experience:As a Customer Care Team Lead, you'll be managing a team, so make sure to emphasise your leadership skills. Talk about your experience in coaching and developing others, and how you've fostered a high-performance culture in past roles. We want to know how you can inspire and motivate a team!
Be Specific About Your Achievements:Quantify your successes wherever possible! Whether it's improving KPIs, enhancing customer satisfaction, or streamlining processes, we love to see numbers that back up your claims. This helps us understand the impact you've made in your previous positions.
Tailor Your Application to Us:Make sure your application speaks directly to our values and the role. Use keywords from the job description and relate your experiences to what we're looking for. And remember, applying through our website is the best way to get noticed!
How to prepare for a job interview at Dormont Manufacturing Co
✨Know Your Stuff
Before the interview, make sure you understand Abound's approach to consumer lending and how it differs from traditional lenders. Familiarise yourself with terms like DMPs, IVAs, and FCA guidelines. This will show that you're genuinely interested in the role and the company.
✨Showcase Your Leadership Skills
Be ready to discuss your experience managing collections teams. Prepare examples of how you've coached team members, set performance expectations, and handled complex cases. Highlighting your leadership style will demonstrate that you're a good fit for the hands-on nature of the role.
✨Emphasise Customer-Centricity
Abound values a customer-centric culture, so be prepared to share specific examples of how you've balanced credit risk with positive customer outcomes. Discuss any proactive outreach strategies you've implemented in previous roles to improve customer satisfaction.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company's growth and your potential role in it. Inquire about their plans for expanding into new markets or how they measure success in customer care. This will demonstrate your enthusiasm and forward-thinking mindset.
