💼 About This Role

You'll lead a team of 8-12 Collections Specialists in a fast-paced fintech environment, managing complex cases and driving customer outreach strategies. This role offers high visibility in a scaling company with a flat structure.

🎯 What You'll Do

• Lead, coach, and develop a team of 8–12 specialists.
• Set performance expectations and manage against KPIs and SLAs.
• Oversee collections and recoveries activities for unsecured personal loans.
• Drive proactive customer outreach strategies and campaign effectiveness.

📋 Requirements

• 2+ years customer service experience in financial services.
• 1+ year collections/debt recovery experience.
• Experience with vulnerable customers and financial difficulty cases.
• Strong knowledge of FCA guidelines and TCF principles.

✨ Nice to Have

• Previous team leadership or supervisory experience.
• Experience with DMPs, IVAs, and regulatory notices.

🎁 Benefits & Perks

• 📈 Equity – every employee owns a piece of the company.
• 🏖️ 25 days holiday plus 8 bank holidays.
• 🧘 Hybrid – 3 days in the office, with occasional travel to London.
• 💪 Free gym membership through WellHub.
• 🌍 2 paid volunteering days per year.

🚩 Heads Up

• Mismatch between title (Team Lead) and requirement of only 1+ year collections experience.
• Request for both hands-on operational work and team leadership in same role.