Collections Team Lead

What’s Yonder?“It’s as if Time Out, Amex and Monzo had a baby” - Will T, Yonder MemberWe’re building the financial membership of the future. One that works for how you live now. Not how your parents banked in the ’90s.Yonder combines credit and debit in one membership, designed to be fair, flexible, and actually enjoyable to use. No confusing terms. No dusty points system. Just rewards that actually feel rewarding - from bao to beer to a boarding pass.We raised £23.4M in September 2024 to grow the team, launch even better rewards, and expand beyond the UK. If that sounds good to you, you’ll probably like it here. 🎉 Sounds cool. What’s my part in this?We’re launching our brand new Cardiff Operations hub, and we’re looking for a Collections Team Lead to help build it from the ground up.You’ll take the lead in shaping how Yonder supports members who are behind on payments or experiencing financial difficulty. This means guiding a small, growing team to deliver exceptional support, spotting opportunities to improve how we work, and ensuring our approach always reflects fairness, empathy, and strong operational control.You’ll be part of a small but high-impact group establishing Yonder’s first presence in Wales. That means you’ll be hands-on speaking directly to members, coaching your team through complex cases, and helping set the standards, tools, and processes that define what “great” looks like for Yonder’s Financial Difficulty support.If you’re passionate about helping people through challenging moments, enjoy coaching others to deliver excellence, and want to build something meaningful from the ground up, this is the role for you. What you’ll doHere’s a flavour of what your typical week could look like:Lead and develop the Cardiff Arrears & Financial Difficulty team – Coach and support associates to deliver empathetic, effective, and compliant member support.Shape our approach to arrears – Work with our Escalations Manager and wider operations teams to build and refine how we support members through financial difficulty.Oversee daily case management – Monitor team performance, review complex cases, and ensure members are receiving fair and consistent outcomes.Support members directly when needed – Take calls, handle chats, and step in on high-priority or sensitive cases to set the standard for communication and care.Collaborate across Yonder – Work closely with our third-party debt management partners, compliance, and payment operations teams to keep our processes seamless and up to date.Spot trends and improve processes – Analyse data, identify pain points, and make proactive recommendations to improve efficiency and customer outcomes.Champion Yonder’s values – Create a supportive, motivated team culture that balances empathy for our members with accountability for results.Please note our shift patterns range from 7am-7pm including some weekends (but this could change). We believe that staying close with our members is a priority so you’ll be expected to do some live interactions, which means being flexible is a must. You’re a great fit if you✅ Have experience supporting customers in financial difficulty – You know what good looks like when it comes to treating customers fairly, and you can guide others to deliver the same.✅ Are a natural coach and motivator – You enjoy helping others grow, sharing feedback, and building confidence across your team.✅ Think operationally and act strategically – You can balance the day-to-day management of cases with a focus on improving systems, processes, and outcomes.✅ Communicate with empathy and precision – You’re clear, calm, and consistent, even when conversations are complex or challenging.✅ Love building new things – You’re excited by the chance to help establish a new operation, shape team culture, and define how we’ll grow in Cardiff and beyond.✅ Thrive in a fast-paced environment – You stay organised and composed even when priorities shift, and you can keep your team aligned through change. You won’t be a great fit if you👎 See arrears as just debt recovery – We’re here to support members through challenges, not chase payments.👎 Prefer a fixed structure – This is a new team that’s still forming. You’ll need to be adaptable, proactive, and comfortable building as you go.👎 Avoid tough conversations – Sometimes leadership means having direct, honest chats with both members and your team to get the right outcome. What’s it like working at Yonder?🏢 We’re office-first, remote-friendlyWe’re coming to Cardiff soon; our new office will be in a location on the way. We’re in office at least 3 days a week, with everyone coming in on Mondays. During your first 6 weeks of training, you’ll need to come into the office full-time.🤍 We take a values-led approachOur principles are incredibly important to us, so we recommend you check them out here: Our DNA📚 We take development really seriouslyWe have a pretty structured process for progression, with fortnightly one-on-ones and quarterly peer perspectives. We also take some time at the end of each week to reflect and celebrate what we’ve learned and achieved. What’s in it for me?Depending on your skill set and what you can bring from day one, you’ll be looking at:💰 £36,995 - £38,016 annual salary depending on experience + stock options Plus✈️ 35 holidays (27 days annual leave + 8 days public leave)⛷ Regular team-building trips and activities❤️🩹 Private healthcare with Vitality, including mental health, dental & vision cover🐣 16 weeks enhanced parental leave for all parents after being with Yonder for 1 year🧠 Learning & training allowance (£750/year) that you can use on books, courses, etc🚴 Cycle-to-work scheme💳 We’re all customers of our own product so you can get a Yonder membership as well What’s the interview process like?We take the candidate experience really seriously, so we’ve made the process as transparent as possible. We also promise to be super responsive, and will never leave you wondering where you stand for weeks on end.Here’s how it works:Stage 1: Intro call (45 mins): You will have an initial Zoom call with Antony to find out more about you and to tell you more about us.Stage 2: Case interview (60 mins):At Yonder we obsess over our customers and always strive to provide the best outcomes for members facing financial difficulty. In this task, you’ll analyse a suboptimal Arrears and Financial Difficulty journey and customer outcome with a view to identify coaching opportunities or areas for improvement.Stage 3: Face-to-face interview (2 hours):Two 60-minute interviews to learn more about how you work. This will also be a great opportunity for you to meet the rest of the team so we would love it if you can come into the office for it Interviews will be structured as follows:We’ll also include a 15-minute comfort breakExperience interview: We’ll deep dive into your CV and talk about your past experiences.Values interview: We want to learn more about how you work - we’ll ask you questions related to our principles (Our DNA). This stage will be with two people from our wider team.Stage 4: Following reference checks, ideally with a previous manager, if everyone’s happy we’ll make you an offer to join us.We hope to always give you a decision between each stage within 24 hours (where possible) Other things to know:We love closing the feedback loop at Yonder. You can expect specific feedback on our decision from Stage 2 onwards, and you can always ask for more.We must complete the right to work, credit checks, and criminal background checks for every new Yonder-er for compliance purposes because we handle sensitive customer data.We also do reference checks, ideally with your most recent manager on the phone.We like to move quickly at Yonder, so we will be ready to onboard you once the above checks are complete - the entire process can take between 2 - 6 weeks.We know that diverse teams build better products. If you’re from an under-represented community, we’d especially love to hear from you.Even if you don’t feel 100% qualified, please do apply anyway. Your attitude and desire to grow are just as important as your experience. #J-18808-Ljbffr