Collections Team Lead

What’s Yonder?We’re building the financial membership of the future – one that works for how you live now. 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 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.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. You’ll guide a small, growing team to deliver exceptional support, spot opportunities for improvement and ensure our approach always reflects fairness, empathy and strong operational control.What you’ll doLead 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 youHave 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 day‑to‑day case management 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 youSee 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‑friendly. Our new office in Brunel House in Cardiff will be open at least three days a week, with everyone coming in on Mondays. During your first six weeks of training you’ll need to come into the office full‑time.We take a values‑led approach – check our DNA for our guiding principles.We take development seriously – we have a structured process for progression, with fortnightly one‑on‑ones and quarterly peer perspectives. We also reflect and celebrate what we’ve learned and achieved each week.What’s in it for me?Annual salary £36,995 - £38,016 plus stock options.35 holidays (27 days annual leave + 8 days public leave).Regular team‑building trips and activities.Private healthcare with Vitality, including mental health, dental and vision cover.16 weeks enhanced parental leave for all parents after being with Yonder for one year.Learning & training allowance £750 per year.Cycle‑to‑work scheme.Yonder membership as a customer of our own product.What’s the interview process like?Stage 1: Intro call (45 minutes) – a Zoom call with Antony to learn about you and what we’re about.Stage 2: Case interview (60 minutes) – analyse a suboptimal arrears journey and identify coaching opportunities for improvement.Stage 3: Face‑to‑face interview (2 hours) – two 60‑minute interviews (Experience and Values) plus a 15‑minute comfort break.Stage 4: Offer – following reference checks, ideally with your most recent manager. We aim to give a decision within 24 hours where possible.We complete right‑to‑work, credit and background checks for every new team member. #J-18808-Ljbffr