Collections Team Leader

<div class="content-intro"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>We’re Capital on Tap 👋<br></strong></span><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.&nbsp;</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!&nbsp;</span></p></div><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📍 Manchester | 🏢 3 days in office, 2 from home. You’ll work from the office for your first 12 weeks whilst you get set up in your new role.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💰 Salary - Between £37-£45k DOE</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Collections Team 🚀</strong><strong><br></strong>As a Collections Team Leader, you will lead and support a team of up to 8 agents to deliver fair customer outcomes and excellent service. You will coach, develop, and motivate team members, manage performance and key metrics, act as an escalation point, and collaborate with stakeholders to ensure best practices are followed and barriers to success are removed.</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>What You’ll Be Doing 🗃️</strong></span></p> <ul> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Lead and support a team delivering fair and effective collections outcomes, ensuring vulnerable customers receive appropriate support tailored to their individual circumstances.&nbsp;</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Ensure compliance with departmental processes, industry standards, and regulatory requirements, including Consumer Duty and FCA guidance, with a focus on supporting vulnerable customers.</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Oversee performance against SLAs, driving efficiency across calls and digital channels while maintaining high-quality conversations and first contact resolution.</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Coach and develop team members through regular 1-1s, coaching, and team meetings to enhance performance and engagement.</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Use your experience of supporting vulnerable customers to guide, mentor, and support the ongoing development of the team.</span></li> </ul> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>We’re Looking For 🔎</strong></span></p> <ul> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Strong leadership experience in multi-channel Collections environments, including management of UK and US portfolios (credit card or SME lending preferred).</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">A vast knowledge of regulatory frameworks including GDPR, FCA, Consumer Duty, insolvency, and the Equalities Act.</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Proven experience in managing individual and team performance, driving engagement, and supporting teams handling complex and high-risk customer cases.&nbsp;</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">A highly effective communicator with strong analytical and critical thinking abilities, able to navigate complex situations and deliver practical solutions.&nbsp;</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Extensive knowledge of vulnerability that will assist you in guiding and developing team members, promoting best practice and delivering fair, customer-focused outcomes across the collections function.&nbsp;</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Our Values &amp; Culture 🌞</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Just Pilot:</strong> We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Why Not Today? </strong>Fast is as slow as we go - speed and simplicity gives us a competitive advantage.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Be a Buddy:</strong> We tap in from day one to help the team, we do the right thing even if it’s hard.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Owners and Dates:</strong> We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Feedback: </strong>We want our employees to flourish, so we regularly provide direct and constructive feedback.</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><em>Even if you don’t have all of the necessary skills, we still encourage you to apply.</em></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Interview Process 🤝</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Stage 1: First stage: 30-minute intro and values call with Talent Partner (Video call)</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Stage 2: Final stage: In-person interview with a Manager from the Collections Team in Manchester</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Diversity &amp; Inclusion</strong> 🌈</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Great Work Deserves Great Perks</strong><strong><br></strong>We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🏥 Private Healthcare including dental and opticians services through Vitality</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">✈️ Worldwide travel insurance through Vitality</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">👛 Salary Sacrifice Pension Scheme up to 7% match</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🚘 Octopus EV Salary Sacrifice Scheme</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🏖️ 28 days holiday (plus bank holidays)</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📖 Annual Learning and Wellbeing Budget</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">👪 Enhanced Parental Leave</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🚲 Cycle to Work Scheme</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🚂 Season Ticket Loan</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💬 6 free therapy sessions per year</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🐶 Dog Friendly Offices</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🍫 Free drinks and snacks in our offices</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Check out more of our benefits, values and mission<a href="https://www.capitalontap.com/en/company/careers/"> here</a>.</span></p><div class="content-conclusion"><p><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Other Info<br></span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">👍Check out our&nbsp;<a href="https://www.capitalontap.com/en/blog/posts/acing-your-interviews-with-capital-on-tap/">‘Top Tips’ for interviewing.</a><br></span><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">✔️Keep updated on new job opportunities by following us on <a href="https://www.linkedin.com/company/capital-on-tap">Linkedin</a>.<br></span><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">📧Email <a href="mailto:careers@capitalontap.com">careers@capitalontap.com</a> if you have any questions.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Excited to work here? Apply!<br></strong></span><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)</span></p></div>