Collections manager

Collections Manager

Salary: £28,500 – £32,500 per annum
Hours: Full-time, permanent | Rotating shifts between 8:30am and 6:30pm, including some weekends
Location: Sheffield | Fully office-based

We're looking for an experienced Collections Manager to lead and develop a successful team within a fast-paced, FCA-regulated financial services environment.

This is a great opportunity for a confident leader who thrives on driving performance, supporting their team and delivering positive customer outcomes. You'll play an important role in ensuring collections activity runs smoothly while maintaining high standards of compliance and customer care.

About the candidate
You'll be a confident and approachable leader with a strong background in collections and a passion for developing people. You'll know how to motivate a team, manage performance and maintain high standards while ensuring customers are treated fairly.

With excellent communication skills, sound judgement and a proactive approach to problem-solving, you'll be comfortable managing complex situations, identifying opportunities for improvement and supporting the wider success of the operation.

Essential Requirements

• Proven experience working within an FCA-regulated financial services environment.
• Previous management experience, ideally leading a collections team.
• Strong understanding of collections processes and arrears management.
• Excellent knowledge of FCA regulations, Consumer Duty, CONC and customer vulnerability guidance.
• Experience supporting audits, regulatory reviews or risk management activities.
• Ability to use performance data and customer insights to drive operational improvements and positive outcomes.

What you'll do

• Lead, coach and develop a collections team, including supporting senior agents with their responsibilities and progression.
• Oversee daily collections activity, ensuring effective arrears management and fair customer outcomes.
• Maintain regulatory standards across the team, ensuring adherence to FCA requirements, Consumer Duty, CONC and Treating Customers Fairly principles.
• Ensure team members work within their authorised responsibilities and consistently follow established policies and procedures.
• Review quality assurance findings, complaints and conduct-related indicators to identify emerging risks and areas for improvement.
• Take appropriate action to resolve performance, compliance or conduct concerns, addressing underlying issues and preventing recurrence.
• Assist with internal audits, compliance assessments and regulatory information requests.
• Manage escalated customer cases, including complaints and situations involving vulnerable customers.
• Monitor performance data, identify trends and implement improvements to strengthen efficiency and customer outcomes.
• Coordinate team rotas, workloads and resources to support smooth daily operations.

Benefits

• Company pension scheme.
• Private medical insurance.
• Opportunities for professional development and career progression.

Ready to take the next step in your collections management career? If you've got the expertise and leadership skills to make a difference, we'd love to hear from you – apply today!