Job title: Team Leader Collections

Closing date: 17 April 2025

Key responsibilities

Collections Oversight

• Monitor and support the management all customer cases where payments are not being made in line with agreed terms and conditions, or where a customer may experience difficulties in the future.
• Ensure customers are provided with appropriate support and repayment options tailored to their financial circumstances.

• Oversee the Collections team’s handling of arrears cases, ensuring adherence to Treating Customers Fairly (TCF) and Consumer Duty principles.
• Conduct regular case reviews to ensure appropriate actions are taken in line with policies and regulations.
• Monitor and ensure adherence to Service Level Agreements (SLAs) for collections.
• Escalate cases into Recoveries Specialist to manage more complex and high risks cases in the Collections process, including litigation, receivership, and other forms of enforcement.
• Utilise the Recoveries Specialist for additional support regarding the Banks policies and regulatory obligations as required to ensure consistency across both Collections and Recoveries.
  
  

Leadership & Team Management

• Lead by example, demonstrating the Bank’s ROC values to both internal and external stakeholders.
• Provide coaching, training, and ongoing development to Collections Advisors to improve their handling of arrears cases.
• Conduct regular competency checks and ensure team members meet the required performance and compliance standards.
• Effectively manage team attendance and resource allocation to optimise operational capacity.
• Use management information (MI) to monitor performance, productivity, and efficiency across the team.

Compliance & Risk Management

• Ensure all customer communications and interactions comply with FCA regulations, Consumer Duty, and internal policies.
• Monitor and address risk incidents, ensuring appropriate actions are taken to prevent reoccurrence.
• Support internal and external audit processes, ensuring the team provides accurate and timely information.
• Maintain up-to-date knowledge of arrears handling regulations and ensure the team remains compliant.
• Support the rollout of collections and recoveries strategies within the team to enhance effectiveness.
  
  

Customer Experience & Complaint Resolution

• Ensure a customer-centric approach is embedded within the team to provide fair outcomes.
• Assist in handling escalated customer complaints, ensuring timely resolution and continuous improvement in the complaints process.
• Manage and support vulnerable customers by ensuring appropriate support measures are in place.
  
  

Process & Operational Improvement

• Identify opportunities to enhance the efficiency and effectiveness of the collections and recoveries process.
• Contribute as a Subject Matter Expert (SME) to strategy and process reviews, ensuring continuous improvement.
• Ensure collections and recoveries systems are accurately maintained with appropriate evidence and record-keeping.
• Regularly review working practices to ensure they remain fit for purpose and aligned with customer needs.
  
  

Stakeholder Collaboration

• Work closely with the Risk and Compliance teams to ensure regulatory obligations are met.
• Participate in governance forums to present case updates and discuss strategic improvements.
  
  

Additional Responsibilities

• Provide cover for absent team members to ensure service levels remain unaffected.
• Perform any other duties commensurate with the grade and level of responsibility of this role.

Skills required

• Experience in collections and recoveries, ideally within the financial services sector.
• Knowledge of arrears management strategies and regulatory requirements.
• Strong verbal and written communication skills with a high level of attention to detail.
• Ability to lead and develop a team, providing coaching and mentoring to enhance performance.
• Strong analytical and problem-solving skills to assess customer situations and identify appropriate solutions.
• Adaptability to a fast-paced environment with changing priorities.

Beneficial skills and qualifications

• Understanding of litigation and enforcement processes within collections.

About us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.

Additional Details:

We offer highly attractive reward package; the typical benefits include:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Dental cover
• Income protection
• Life assurance
• Employee referral bonus

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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