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About the Role

The Collections Team Manager is a new, key role responsible for supporting Credit Risk in developing the collections function and actively managing the Collections team. The focus is on achieving business objectives ethically and responsibly, taking ownership of the arrears portfolio to meet targets while prioritizing client well-being and the company's social mission.

Responsibilities

Manage the arrears portfolio, taking ownership of clients in arrears (1-90 days) to achieve reduction targets.
Support clients in arrears through appropriate contact and suggesting realistic solutions aligned with business goals and the mission to tackle financial exclusion.
Analyze team activity and performance indicators in collaboration with the Credit Risk & Collections Manager to drive performance.
Oversee team activity, develop new processes, and create action plans to improve team performance with support from the Credit Risk & Collections Manager.
Act as a role model, providing guidance and support to Collections Officers.
Offer ad hoc support to Personal Loans Officers in managing clients with early arrears.

Requirements

Minimum of 2 years of experience in collections within an organization providing unsecured retail financial products (e.g., credit cards, personal loans).
Alternatively, experienced Team Leader within retail financial services with 1 year of collections experience.
Proven track record of providing excellent customer service.
Communication skills to engage comfortably with clients, team members, management, and external suppliers.
Ability to organize and manage time effectively, balancing daily business demands with client portfolio management.
Demonstrated problem-solving ability to understand, analyze client issues, and find solutions.
High level of computer literacy.
Ability to thrive in a small team environment while also working independently.
Potential for supporting and coaching others outside of the team and future team members.

Skills

Integrity and ethical judgment
Time management
Problem solving
Analytical skills
Teamwork
Independent decision-making
Coaching potential

Location

Dalston office
Flexible WFH

Work Type

Permanent
Full Time
Hybrid working

Experience Level

Minimum 2 years in collections
1 year collections experience (for experienced Team Leaders)

Salary/Compensations

£36,000.00 per annum

Benefits

25 days annual holiday entitlement in addition to UK public holidays
Additional paid day off for birthday
WFH budget
Private Health Insurance
Perkbox access
Employee Assistance Programme (EAP)
3% matching contribution towards a stakeholder pension

About the Company

Fair Finance is a social business with ambitious plans.
Has helped over a hundred thousand people escape high-cost lenders, start businesses, or avoid eviction over the last twenty years.
Work has influenced Government policy and legislation.
Demonstrates how purpose and profit can work together to change the financial system.
Believes in employing, growing, and building around exceptional people who share their values.
Created an environment where clients can be prioritized over profits, making a difference in clients' lives.
Offers a supportive workplace with peers who want you to succeed.
Provides opportunities to make a real difference and thrive in the role.
A diverse organization balancing business objectives with a social mission.
Head Office is in a shared workspace in Dalston, housing creative businesses, social enterprises, and charities.