Financial Collections and Escalations Team Leader

Job DescriptionFinancial Collections and Escalations Team LeaderLocation: Billing House, The Causeway, Great Billing, Northampton NN3 9EXSalary: 30,000 - 36,000 per annum.Contract: Full time, 12 month contract.Benefits: Discretionary bonus scheme, Electric Vehicle salary sacrifice scheme, Pension salary sacrifice scheme, Private Medical, Income Protection, Hybrid working, Employee Assistance Programme, Annual 200 personal growth fund and Paid volunteering days!Billing Finance is a family-owned vehicle financing Company based on the outskirts of Northampton.We focus on customers with non-standard credit profiles that may not fit the automated underwriting processes of other lenders.Our mission is to help get all our people, including customers and staff where they need to be by putting them at the heart of everything we do.As Billing Finance enters a new phase of transformation, were not just improving systems and processes, were elevating how we serve customers.Youll be a steady hand during this time, helping your team stay positive and engaged while we adapt together.We are looking for someone to join us as our Collections Team Leader, covering a 12 month fixed term contract, ideally starting with us early August 2025.As our Financial Collections and Escalations Team Leader, you will be responsible for: Driving performance, developing talent, and delivering good outcomes for our customers.Leading a team of 7, comprising of both Credit Controllers and Credit Administrators.Providing day-to-day support, coaching, and leadership to ensure targets are metMonitoring team compliance with internal policies and procedures.Conducting quality assessments to maintain our high standards.Identifying gaps in processes or policies and bringing forward your ideas.Keeping arrears to a minimum while ensuring customers in financial difficulty are treated with empathy, fairness and respect.Managing escalated queries and leading cross-departmental collaboration.Providing daily, weekly and monthly performance reporting to senior leadership.This isnt just about managing workloads. Its about inspiring confidence, empowering growth, and navigating change together.Change is on the horizon and its big. As we navigate a period of business-wide transformation, your leadership will be crucial in guiding your team through uncertainty and toward new opportunity.In this role, you'll be the anchor for your team, helping them stay focused, positive, and engaged as systems evolve, processes improve, and the wider business adapts.Youll play a key part in communicating updates clearly, answering questions with empathy, and helping your team understand not just the what, but the why behind each change.This is more than managing day-to-day operations its about being a steady hand during a time of evolution and empowering your team to move forward with purpose.In order to be successful in this role you must have: Experience working and leading a financial collections team, ideally in a B2C environment.Experience in dealing with escalated calls from customers who may be experiencing financial difficulties.Strong communication skills and the ability to lead with empathy and clarity.Previous experience within a similar FSA environment.Experience of managing, coaching and developing a high-performing team.The Recruitment Process and How We Will Use Your DataThe recruitment process will involve obtaining information and/or exchanging it with the following organisations to assist with our pre-employment checks prior to interview.Credit Reference Agencies to complete a soft credit check to understand your financial historyCIFAS to check both National and Internal databases for fraudulent activity. The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity.To complete these checks, you will be asked to provide your address history for the past six years, along with your full name and date of birth.We may also ask for proof of your right to work status or evidence of any qualification or experience prior to being offered employment.Billing Finance is an equal opportunities employer, and we understand that for some candidates to perform their best they may need some reasonable adjustments. If we can make your application journey with us more suitable for you, please do let us know and we will endeavour to help.If you feel you have the necessary skills and experience to be successful in this role click on APPLY today!No agencies please.

Created: 2025-07-03