Collections Manager – Oversee Credit Controllers & Collections Advisors

£45k basic with a 10% bonus. Our client is a vehicle finance and rental company providing flexible vehicle solutions for ride hailing drivers, focused on electric vehicles. In the role you will be managing the Collections function and overseeing a team of Credit Controllers & Collections Advisors. You will understand and forecast customer demand, ensuring sufficient resource management plans. They need you to develop, manage, and refine collection strategies to optimise recoveries. Working closely with the Fleet Team, manage the ‘End of Hire’ process with customers who have returned a vehicle to WeFlex and may/may not have a balance to pay following this.

Responsibilities:

• Continuous analysis of After-Care collections accounts, creating customer contact strategies and utilising internal and external resources as appropriate to reduce bad-debt impairment.
• Management of the Arrears book, ensuring appropriate strategies are implemented.
• Implementation of appropriate Forbearance strategies in line with TCF and Risk appetite.
• Relationship and performance management of third-party suppliers, ensuring the highest standards are adhered to.
• Be the point of escalation within the team, using your experience and expertise to resolve customer issues.
• Take the lead in respect of supporting customers who have complex vulnerabilities.
• Oversee the process of adding charges, where applicable, to customer accounts, such as congestion charges incurred, PCN charges, Administration charges and Late Payment Fees.

People Management:

• Leadership by example – leading a customer centric team and culture.
• Leading and motivating the Collections team to achieve collection targets, whilst delivering good and compliant customer outcomes.
• Conducting staff appraisals, objective setting, performance reviews and pastoral care.
• Monitor and manage the team’s telephony performance on a daily basis, making configuration changes as required to maximise efficiencies and customer contact.
• Identify and specify system enhancements and liaise with system vendors and internal stakeholders to manage any agreed changes.

Reporting:

• Ownership of the Live Customer Collections portfolios, carrying out detailed analysis on a weekly basis, identifying trends in customer performance and making regular reports to Senior Management.
• Complete weekly and monthly reporting on collection KPIs – up to and including board level.
• Continuously improving collection processes, metrics.

Regulatory Compliance:

• Ensuring all collection strategies meet the latest regulatory and compliance requirements.
• Accountability for ensuring compliance to FCA regulation, including the issuance of statutory documents (NODs, NOSIA, SNOSIA, Annual Statements).
• Working closely with the Compliance Manager, conduct team training and Quality Assurance activities, ensuring feedback is captured and delivered in a timely manner.
• Responsible for the Collections Team’s operating policies and processes, ensuring these are reviewed continuously for effectiveness.
• Ensure the team’s absolute compliance with the principles of CONC, Treating Customers Fairly, Anti Money Laundering, and PCI DSS (Card Payment security).

Skills required:

• 3+ years management experience within a Collections / Customer contact environment.
• Experience of creating and documenting collections processes.
• Ability to analyse and report on data – up to and including board level – a competent Excel/Google Sheet user.
• Able to lead and control a busy Contact Centre environment.
• Experience with CRMs / Loan Management Systems and Telephony Systems.
• Detailed understanding of FCA and specifically CONC guidelines.
• A customer centric people leader.
• Excellent verbal and written communication strategies.
• Experience in creating and executing effective customer contact strategies.
• Performance and relationship management skills with 3rd party service providers.
• Strong analytical mindset combined with excellent problem-solving skills.
• A desire to identify and implement continuous improvements across processes, leveraging systems to automate where possible.