Retail Collections Manager
Swindon - Hybrid
We’re Arval BNP Paribas - we’re a global leader in vehicle leasing and the fourth largest leasing company in the UK. Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people - who we call Journey Makers.
Culturally, we’re a friendly bunch - more human than corporate - and we serve a diverse customer base. From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles - whatever our customers’ mobility needs, we have a solution to offer.
About the role
Our Retail Collections team works with individual customers who may be experiencing financial difficulties and need help managing their repayments. There are many reasons why a customer might face challenges with their account – from something as simple as an outdated direct debit to more complex financial difficulties. Whatever the situation, as a regulated business we’re committed to approaching each case with empathy and understanding, ensuring we support our customers in achieving positive outcomes.
As Collections Manager, you’ll be leading a team of nine dedicated professionals, guiding, and supporting them to deliver empathetic, customer-focused solutions. Your role will be to ensure the team provides exceptional service while complying with defined business processes and regulatory requirements.
Some of your key responsibilities will include:
- Adopting a structured and proactive approach to your team’s development, objective setting and performance
- Nurturing a team culture that embraces a customer-first mindset, and a passion for continuous improvement
- Planning ahead to ensure the team is adequately resourced to maintain optimal performance against key indicators
- Using data and QA feedback to identify and prioritise key development areas
What we’re looking for
Most importantly, you have hands-on experience of leading a customer-facing team in a regulated business. You’re passionate about delivering good customer outcomes and can demonstrate a strong commitment to developing your team’s capability and performance.
You’ll also be able to demonstrate:
- A good awareness of Financial Conduct Authority (FCA) regulations, specifically Consumer Duty and how it applies to customer-facing teams
- An understanding of customer vulnerability, including how it should be identified and handled
- Ability to build strong and collaborative relationships within your own team and the wider business
- Comfortable using data to forward-plan, identify emerging issues and opportunities for improvement
The package
We offer a basic starting salary of up to £40,000, plus a bonus of up to £1,900. We also offer 25 days holiday as standard, plus bank holidays, an extra day off for your birthday, and the option to purchase an additional 5 days.
We also provide a comprehensive benefits package, including:
- Private medical cover, including a digital GP service.
- Company pension with up to 10% employer contribution
- Discounts on our products and services and discounts in many high street brands
- 2 paid volunteering days every year
- Free on-site gym
- Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
- Plus, a range of flexible benefits to suit your lifestyle.
Ready to make a difference?
Sound interesting? why not submit your application. From there, a member of our Talent team will review your CV.
We’re passionate about being a consciously inclusive employer, with a strong Speak Up culture. We’re also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all.
Interview process
- Telephone interview our Talent Acquisition team
- 1 hour interview with the hiring manager
If you’re not shortlisted, we’ll still let you know the outcome of your application. What are you waiting for? Apply today and we’ll be in touch.
