Collections Team Leader

About Jaja

At Jaja, we’re redefining consumer finance with innovative, simple, and intelligent solutions. Our mission is to be the UK’s Digital Lender of Choice. Joining us means becoming part of a collaborative, forward-thinking team where your ideas and contributions shape the future. 

About The Role 

The Team Leader role offers the chance to lead a group of omni-channel agents; supporting collections, vulnerable customer and insolvency related activities. The successful candidate will have a unique opportunity to develop the collections function; continuing to build and support a high performing team that sets the standards for our future! The focus of the role is to deliver exceptional customer journeys and commercial success, within a regulated credit card environment.  

About You 

We are looking for an experience team leader; ideally with collections experience and knowledge, to manage a high performing collections team. We are looking for a candidate with the right attitude, ethos and knowledge to support the continued growth and success of the team. The successful candidate will have a flair and passion for delivering exceptional customer and commercial results, providing high quality coaching, training and ongoing support to their team.   

We are looking for someone with a can-do attitude with the knowledge and initiative to support continued development of the collections function. If you’re someone that loves to lead from the front, bring ideas to fruition and is an exceptional people person; we look forward to hearing from you!  

The successful candidate must have the right to work in the UK and meet the following criteria: 

Required Skills & Experience: 

• Experience managing a collections team, within a regulated FS environment. Either in full time or deputy capacities.  


• Experience and ability to understand and support needs of a remote/hybrid team 


• Demonstrated success in managing high performing teams – including structured development plans (SMART, SBI models) as an example. 


• Resilient and adaptable to change 


• Excellent interpersonal, verbal, and written communication skills 


• Ability to identify and develop areas of risk or development opportunities 


• Able to pick up new information and adapt quickly 


• Understanding of KPI’s related to front line collections management 

Desired: 

• Experience interviewing and building a high performing team from the ground up 


• Understanding/awareness of mental health and wellbeing to create a mentally healthy team and environment 


• Process review, enhancements and creation. 


• Experience working on live chat platforms, with a focus on continuous improvement

You will be responsible for (not limited to): 

People management  

• We are looking for someone personable, who truly cares about the team they manage. The successful candidate will create a positive working environment, supporting team wellbeing, exceptional results and career development. 


• Providing structured development plans and 1-1’s, allowing for continuous improvement of your team.  


• Effectively communicating updates and objectives to your team - ensuring agents are connected to the wider business aims.  

Continuous improvement and development 

• Providing a proactive support for new initiatives – identifying opportunities for improvements to customer journeys, live chat and more; helping to drive these forward.  


• Using a mix of quantitative and qualitative information to suggest enhancements.  


• Identifying gaps, and recommending development of further training to enhance knowledge & skills across the team; working closely with the training manager to achieve success.   


• Supporting development of the collections department with a ‘Best in Class’ aim.  

Quality management – Customer/conduct/commercials  

• Leading from the front, supporting complex customer queries and situations where required. Driving a customer centric, best in class approach in all interactions.  


• Have an awareness of, and ability to drive commercial results – including continuous development of team targeting.  


• Have an awareness of, and ability to spot potential regulatory/conduct risks – not walking past issues.  


• Working with QA team to ensure high quality customer interactions; with a key focus on driving digital customer resolution. 

What's in it for you?

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever 


• Fully flexible remote hybrid working model 


• Potential for part time working around other / family commitments 


• Pension contributions 


• Bonus¯potential 


• Private medical cover 


• 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days). 


• 4x life insurance cover 


• Employee assistance program