Head of Collections

As the Head of Collections, you will lead and manage the collections team, ensuring effective communication with clients in debt. Your primary responsibility is to develop strategies that encourage timely payments while maintaining a supportive and ethical approach to debt recovery. You will drive performance, ensure compliance, and work closely with stakeholders to improve collection rates.

Key Responsibilities

• Lead and manage the collections team, providing coaching, training, and performance management.
• Develop and implement collection strategies to maximise recoveries while maintaining ethical and customer-focused practices.
• Oversee outbound and inbound calls, ensuring agents engage with clients professionally and empathetically.
• Monitor key performance indicators (KPIs) and implement improvements to enhance collection efficiency.
• Ensure compliance with FCA regulations, GDPR, and company policies.
• Handle escalated cases and negotiate sustainable repayment solutions with clients.
• Report on collections performance and provide insights to senior management.

Key Skills & Experience

• Proven experience in a senior collections or credit control role, ideally within financial services or debt management.
• Strong leadership and team management skills.
• Excellent communication and negotiation abilities.
• Knowledge of FCA regulations and debt collection best practices.
• Analytical mindset with the ability to interpret data and drive performance improvements.
• Experience in handling vulnerable customers with empathy and professionalism.