Collections Team Leader

Were looking for a people-focused Collections Team Leader who can bring energy clarity and direction to a team thats evolving and growing. This is an exciting time for our department as we transition into a new way of working and we need someone whos ready to jump in take the lead and help guide our teams through change.

As a Collections Team Leader youll play a hands-on role in the day-to-day running of a cross-skilled team covering Motor and Property portfolios. Youll make sure were delivering great outcomes for customers - especially those in vulnerable circumstances - while keeping performance quality and compliance at the heart of everything we do. If you enjoy coaching others improving processes supporting vulnerable customers and working in a fast-moving high-profile environment youll fit right in.

What will your day look like

Youll take the lead on ensuring the team runs smoothly and consistently delivers a high-quality service. Your responsibilities will include:

• Managing a team of Collections Advisors including 1-2-1s development conversations team meetings and engagement activities
• Completing call reviews file reviews dip checks and providing constructive actionable feedback
• Acting as the teams SME - supporting with queries complex cases and day-to-day guidance
• Creating a positive supportive and motivated team culture
• Overseeing the day-to-day workflow and prioritising workloads to meet SLAs
• Setting monitoring and reviewing objectives in line with departmental targets
• Analysing productivity quality trends and MI - turning insights into performance improvements
• Representing Collections in relevant forums and keeping key stakeholders informed
• Undertaking detailed case reviews to ensure fair and appropriate actions have been taken
• Managing complaint escalations and complex cases requiring higher-level decisioning
• Providing instructions to solicitors for live litigation or recovery cases

What do we expect from you

• A natural leader who enjoys coaching mentoring and supporting others
• Confident in challenging the status quo and driving continuous improvement
• An excellent communicator - clear supportive and able to influence at all levels
• Quality-focused open to feedback and experienced in giving constructive feedback
• Positive resilient and able to create a motivating environment for your team
• Skilled in supporting customers in arrears with experience in complex financial support litigation or receivership activity
• Confident handling sensitive cases and providing thoughtful bespoke support to vulnerable customers

What can you expect from us

• Hybrid working policy 2 days per week onsite in our Manchester office
• Shifts between 08:00 18:00 Monday to Friday working 35 hours per week
• A friendly and flexible culture the same as how we work with our customers
• A growing organisation that means theres lots of opportunities to progress
• A drive for continuous improvement which you will be empowered to get behind from day one
• And of course you will be rewarded competitively with a great range of core benefits including; annual bonus 10% employer contribution pension private medical with BUPA and 30 days holiday

Let us tell you a bit about us

Were Aldermore the award-winning bank trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages savings accounts and business finance solutions were backing more people to go for it.

We thrive by saying yes to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose MotoNovo Finance every week to buy their next car van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.

Still curious

Join us and well make the same promises to you as a colleague as we do to each of our customers. Were committed to building a working environment that values respect diversity and compassion. We welcome people regardless of age disability gender identity marital status race faith or belief sexual orientation socioeconomic background and whether youre pregnant or on family leave. Please note: we have a thorough screening and referencing process which includes criminal record checks

We champion equality by supporting the exceptions to the rule and getting finance to where its needed.

We lend the money people save with us to people who want to get on in life; build businesses and create employment buy property for people to live and work in and purchase vehicles to move families and goods around.