Northreach
Collections Team Lead
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Northreach Job Description
Northreach is a dynamic recruitment agency that connects businesses with top talent in financial services, lending, and digital sectors. We specialise in providing a seamless recruitment experience for clients and candidates, fostering innovation and professional growth.
Lead. Coach. Improve. Make an impact.
We’re looking for an experienced Collections Team Leader to join our client, a growing B2C fintech lending business. You will build and lead a high-performing team through the next stage of growth.
This is a hands-on leadership role for someone who understands the realities of consumer credit collections, knows how to balance commercial performance with good customer outcomes, and gets genuine satisfaction from developing people.
You’ll be responsible for:
- Leading, motivating and developing a team of Collections Advisors to achieve agreed performance, quality and customer outcome targets.
- Monitoring and managing key collections KPIs, including contact rates, collections performance, arrears, promise-to-pay, conversion, quality and customer outcomes.
- Coaching colleagues through regular 1:1s, call listening, side-by-sides and targeted performance development.
- Identifying trends and performance gaps, taking prompt and appropriate action.
- Ensuring collections activity is conducted fairly, professionally and in line with regulatory and company requirements.
- Supporting customers in financial difficulty, ensuring appropriate treatment and sustainable outcomes.
- Working closely with Operations, Compliance, Risk, Credit and Customer Experience teams to identify opportunities for improvement.
- Helping develop and embed effective collections strategies, processes and procedures.
- Providing clear performance reporting and insight to senior management.
- Leading by example, creating a positive, accountable and customer-focused team culture.
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What we’re looking for
We’re looking for someone with proven experience in collections leadership within consumer finance, lending, banking, fintech or a similar regulated environment.
You’ll ideally have:
- Previous experience leading a B2C collections or arrears team.
- Strong knowledge of consumer credit collections and customer treatment.
- Knowledge of UK lending regulation. Consumer Duty etc.
- A track record of delivering against operational and collections KPIs.
- Excellent coaching, communication and people-management skills.
- The ability to use data and MI to identify trends and improve performance.
- Experience managing performance in a fast-paced, target-driven environment.
- A strong understanding of customer outcomes and the importance of treating customers fairly.
- Experience using the latest tools and technology to increase efficiency and automate processes.
- A proactive, solutions-focused approach with the confidence to challenge and improve existing ways of working.
- Excellent organisational skills and attention to detail.
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Why join?
You’ll have the opportunity to make a genuine impact — not just managing a team, but helping shape how our collections operation develops as the business grows.
Interested?
If you’re an experienced Collections Team Leader looking for your next challenge within a growing B2C fintech lender, we’d love to hear from you.
Apply now or get in touch for a confidential conversation about the role.
You must have full right to work in the UK
This role is a remote working opportunity. There is an office in London which you are welcome to visit on a voluntary basis.
Northreach is an equal opportunity employer and we do not discriminate against any employee or applicant for employment based on race, colour, religion, sex, national origin, disability, or age. We are committed to promoting diversity, equity, and inclusion in the workplace and hiring practices, therefore only partner with businesses that promote DEI. We strive to create a welcoming and inclusive environment for all employees.
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