Collections Team Lead

5 months ago

Cardiff, United Kingdom Starling Bank Full time

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

**Our recruitment process**:
Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you Our interviews are conversational and we want to get the best from you, so come with questions and be curious.
Stage 1 - Introductory call with a Talent Acquisition Specialist
Stage 2 - Role related interview with Collections Operations Managers

**About the role**:
We are looking for an experienced Collections Team Lead to join our fantastically talented team of extremely dedicated Collections experts whose primary role is to ensure we are delivering the right outcomes for customers.
As a Collections Team Lead, your team will be responsible for ensuring our customers have a great experience with us, helping our customers navigate these challenging financial times with excellent negotiation and problem solving skills, identifying customers that may be in financial difficulty to offer support. We have two vacancies within the team, one requires previous insolvencies experience.
Team Leads are critical to the success of our department. As a team leader, you’ll inspire and motivate your team to give the best service to our customers. Leading from the front, you’ll showcase your experience and finely tuned skills on a daily basis. Not only that, we’ll be looking to you to share solutions that will make our's, and our customers' lives, better. And of course, you'll be a brilliant people manager and a fantastic colleague

**Shifts & working arrangements**:
Full time rotational shifts between 8am-8pm Monday
- Friday, Saturdays 9am-5.30pm & occasional bank holidays. The first 6 weeks will be spent full time in the office, moving to at least 2 days per week after this.

**Requirements**:

- Experience of leading a team of advisors in a collections environment.
- Accountable leader with strong customer outcomes focus.
- Excellent written and verbal communication skills.
- Ability to balance workload and schedules with multiple priorities.
- Experience of working in an FCA regulated business with a comprehensive understanding of CONC 7, Consumer Duty and the Lending Standards Board’s standards for business customers.
- Great interpersonal skills, with the ability to respond to internal and customer queries efficiently and sympathetically.
- Organised, with the ability to deliver to deadlines.
- Ability to prioritise within a dynamic environment.
- Able to oversee and manage complex cases.
- Confident in undertaking coaching and providing feedback/identifying training opportunities.

**Benefits**:

- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary & group income protection
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
- Generous family-friendly policies
- Incentives refer a friend scheme
- Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

**About us**:

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