Collections Team Manager

Loans 2 Go Careers

Company Overview:

Our mission? As an industry leader in the provision of alternative, affordable personal loans, we aim to provide lines of credit to those who have been neglected by mainstream lenders. We are growing and adapting fast, with over 20 years of operation nationwide, we have helped hundreds of thousands of customers over that time and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider. We are regulated by the Financial Conduct Authority (FCA) and we take that very seriously. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.


The Role:
The Collections Team Manager’s primary function, working under the Head of Customer Service and Collections, is to provide top-class support and feedback to team members. The ideal candidate will prioritise customer service and compliance over all else and be able to deliver a message that can inspire their team to improve, while working towards wider departmental goals. The role will require you to have the ability to adapt to regulatory and operational changes and develop compliant processes and procedures.

At Loans 2 Go, you will learn to embrace change and develop your leadership skills, working with and learning from stakeholders at every level of our business.

A day in the life…:
It’s 07:55am and the team are all ready for your daily team briefing. You have compiled some key points from a collaboration meeting with your Compliance Team counterparts and prepared an engaging and motivating message to be delivered with key takeaways.

At 8am, the team are logged in and ready to work. You have calls to listen to and quality audits to complete so you can deliver feedback and continue shape your team into top-class customer service agents. You remind yourself of the departmental goal to become an industry leading customer service provider. Culture is key, so you focus on quality and encourage the recipient of your recommendations to reach out if they need further help.

During your one to one with a member of the team, they highlight part of a process that they believe might be affected by new FCA guidance. Luckily for them, you’re already on top of this and you’re able to explain the devil behind the detail. Afterwards, you make a note to highlight their good initiative in raising the query to the rest of the team in tomorrow’s brief.

At 11am, it’s the big one. The Director, and Head of Customer Service have asked to see tangibles on what progress you’ve made with performance monitoring in the last month and to check that you’ve hit your deadlines. As usual, though, you are prepared. You talk them through each team members individual challenges, at work, and outside, and highlight your plans to aid their development. You take on their feedback and implement it into your plans after a healthy back and forth. They leave the meeting confident you have you finger on the pulse and the team is in good hands.

12pm – lunch – yes, you get a lunch break, and you always will!

At 1pm, you’ve scheduled some time for yourself and our Head of Learning and Development to make some tweaks to the customer service workshop you’ve been building. The deadline for the first draft is this time next week, but you do not like to leave it close.

When 3pm arrives, you co-manager covering the late shift takes their break, so it’s your turn to cover the floor and answer queries and questions relating to live, customer accounts. In between queries, you start compiling last month’s KPI figures for the team that will form the basis of their bonus. You are pleased to see progress but make important notes on your to-do list of areas you need to address with the other managers in your weekly catch-up.

You spend the last hour of your day getting some easy wins on your to-do list. You’ve had some great incentive ideas today that you’ll sleep on and raise with the Head of Customer Service tomorrow morning.

It’s 5pm, and you make a mental note of the team members who should be finished but are staying to put in some extra hours. You reach out to say a quick thank you before logging off for the day.

What you will be doing:

  • Delivering and logging daily feedback with your team.
  • Within 12 months, collaborate on putting together a suite of workshops to aid staff development to be delivered monthly.
  • Helping to maintain an enviable work culture that encourages communication and a passion for delivering quality.
  • Working with the Head of Compliance to constantly critique and improve our current processes and procedures.
  • Clearly communicating important messages daily to a team of 30+.
  • Delivering reports monthly to the Head of Customer Service and Collections pertaining to staff development, progression, and innovation.
  • Collaborating with managers and heads of other departments during standing weekly and monthly meetings.
  • You will have a say in recruitment decisions, being an integral part of the onboarding process.

What you need to succeed:

  • First-class customer service experience.
  • High interpersonal, empathy and relationship building skills.
  • Established organisational methods to aid in meeting your monthly cyclical deadlines.
  • To be able to take on feedback and put it into action from day one.
  • A true desire to improve and help those around you from the day you arrive.
  • An established track record of developing people and people management skills.
  • To display competency in Microsoft applications by developing monthly reports and workshops to present to senior members of the business and your team.
  • To be able to inspire change and progress in your team through a process of buying into our departmental goals while living our values.
  • A technical eye for processes and procedures in a collections environment.
  • Ultimately, you will strive to deliver on the promises that we all make to our colleagues and customers.

What we will do to help you succeed:

  • Regular check-ins with your line manager for feedback and discussion.
    • Annual Appraisal to recognise your achievements and map out your personal and professional development.
  • Internal and external training opportunities.
  • Freedom to innovate – if you have a good idea and a business case for it, we will give it a shot!
  • Your own team of Account Managers to impart your experiences and knowledge to.
  • Provision of a departmental budget to work from, including spend for rewarding team members for exceptional performance.

Some benefits we offer:

  • Hybrid Working Scheme available whereby eligible employees will be working from their UK homes and the office as and when requested to do so, as per the business needs.
  • Performance based bonus
  • Up to 33 days holiday
  • Accrued Holiday Sellback Scheme
  • Annual flu jab vaccination
  • Milestone Service Reward Programme
  • Life Insurance Cover for all employees
  • Incapacity Insurance Cover for all employees 
  • Gym Membership Discount
  • Employee Assistance Programme – 24/7 Free and confidential counselling
  • Refer-a-friend Scheme with financial incentives.
  • Training and advancement opportunities
  • Pension scheme
  • Shower facilities on site

Shifts:

  • Annual rota alternating between ‘early’ and ‘late’ shifts between the hours of 8am-7pm Mon-Fri, with 1 in 3 Saturday shifts required between 9am-2pm (hours worked on Saturdays are given in lieu the week prior)

Interested? E-mail us now at s.stina@loans2go.co.uk  with a covering letter along with your CV.

Personal loans | 18 or 24 months

Life is full of ups and downs, and sometimes things just don’t go to plan.

Why get a personal loan?
Loans 2 Go offer personal loans between £250 and £2,000. There are no set up fees.
How many people helped?

Loans 2 Go have helped over 2,000,000 valued customers and counting.

An online platform you can trust.

Peace of mind with our confidential & secure online application process.