Collections Team Leader
The Collections Team Leader at Capital on Tap will lead and support a team of up to eight agents within the Collections department, which focuses on minimizing bad debt and assisting customers facing financial difficulties. Capital on Tap is a financial platform offering a suite of tools and products designed to simplify operations for small businesses.
In this role, the Team Leader will oversee the team's performance, ensuring compliance with departmental processes, industry standards, and regulatory requirements, including Consumer Duty and FCA guidelines. Key responsibilities include coaching and developing team members through regular one-on-one sessions and team meetings, managing performance metrics, and acting as an escalation point for complex cases. The role also involves collaborating with stakeholders to implement best practices and remove barriers to success.
Candidates should have extensive leadership experience in multi-channel collections environments, preferably within credit card or SME lending sectors, and a strong understanding of regulatory frameworks such as GDPR, FCA, Consumer Duty, insolvency, and the Equalities Act. The role requires proven abilities in developing and motivating teams across various settings, as well as strong analytical, communication, negotiation, and critical thinking skills. Experience in managing high volumes, complex cases, performance challenges, and supporting vulnerable customers is essential.
The position offers a salary between £37,000 and £45,000, depending on experience. Benefits include private healthcare, worldwide travel insurance, anniversary rewards, a salary sacrifice pension scheme with up to 7% match, 28 days holiday plus bank holidays, an annual learning and wellbeing budget, enhanced parental leave, and more.
Capital on Tap fosters a dynamic and inclusive culture, emphasizing values such as innovation, speed, collaboration, ownership, and continuous feedback. The company supports career progression through transparent frameworks and encourages employees to take ownership of their development, offering opportunities for growth and learning within a supportive environment.