The opportunity
We have an opportunity for a talented Collections Team Leader to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.
Our retail finance division, Omni Capital, partners with retailers nationwide to provide their customers with innovative credit solutions, using state-of-the-art technology that allow them to spread the cost of their purchases. We’re on the lookout for new talent to join Omni to help continue to drive our thriving business forward.
As Collections Team Leader, you will be responsible for managing and motivating the Collections team to ensure they are delivering a best in class service to our customers which drives the right customer outcomes and business needs. Your role will comprise of recruitment, training and development of the team, including resourcing and capacity management to ensure that SLAs are achieved. You will work closely with the Head of Customer Service to manage the end-to-end customer servicing and collections journey, proposing enhancements and developing solutions to improve the customer experience.
You’ll work alongside a fun, creative and energetic team of people who all work together to ensure our 5 company values of Customers First, Forward Thinking, Professional Pride, Achieve Together, and Open amp; Transparent are at the heart of everything we do.
The role is based at our Basingstoke office Monday to Friday 09:00 - 5:30. Basingstoke is home to the Omni Operations Team, it has great access to the M3 and the mainline railway station, and just 45 minutes from London.
What we are looking for in you
What is important is that you have proven experience in managing a team within an inbound/outbound contact centre environment within the Financial Services industry ideally teams of up to 8 FTE. You should have strong knowledge of the collections process in relation to consumer credit and experience of customer loan lifecycles and the administrative processes that enable these.
As this is a Team Leader role, you will have strong leadership capability, being able to effectively motivate and develop the team through coaching and mentoring techniques. You will have sound communication skills, with the ability to effectively communicate with a variety of business stakeholders, influencing decisions and driving projects forward and with the confidence to present performance updates and strategies to Senior Leadership teams across various business functions.
What is equally important is that you have a strong focus on customer outcomes. Your planning and organisational skills will need to be excellent with the ability to make quick decisions and re-prioritise tasks against business needs. You will need to be adaptable to changing priorities whilst maintaining high standards at all times.
What’s in it for you
As well as a competitive salary, we offer an annual performance related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply). In addition, you will receive an extra day paid annual leave for Volunteering.
Wellbeing is also high on our agenda, and we offer healthcare benefits through Vitality and Equipsme. In addition, all colleagues have free access to Lifeworks EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable).
Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank The Place To Work!
Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and base our decisions on merit.
If you are a person with a disability and need a reasonable adjustment to apply for one of our opportunities, please contact