Arrears Team Leader
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Requirements
- Demonstrable experience in leading front-facing Arrears teams in a regulated environment
- Demonstrable knowledge of FCA rules relating to unsecured loans, hire purchase agreements and mortgages (including CONC 7 and MCOB 13)
- Personally driven to enhance team and individual performance
- Demonstrable communication skills including ability to provide clear, constructive feedback to direct reports alongside experience in effective coaching and training
- Demonstrable attention to detail to ensure accuracy and quality in operational tasks
- Rewards that reflect your value, what’s in it for you? At Tandem, your hard work is rewarded in many ways, and we have an enhanced employee benefits package on offer from your very first day with us:
Responsibilities
- Please be aware that background checking (including credit, criminal records and CIFAS Internal Fraud Database Checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.
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Benefits
- Location:
- 💚 Shaping the future of sustainable digital banking
- Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.
- People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together.
- Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®.
- Tandem is growing fast and helping to shape the future of sustainable banking.
- Your team: Collaborators in change
- Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.
- The Arrears Team Leader (Early Arrears) will be responsible for the supporting the Operations Director lead a team of Arrears Executives. The Early Arrears Team is responsible for communicating with customers in financial difficulty or early arrears (up to arrears cycle X) and authorised third parties via voice, responding to inbound telephony calls from customers within internal service level agreement timescales.
- Arrears Team Leader (Early Arrears)
- The Arrears Team Leader will also be responsible for the successful completion of outbound arrears related telephony activity (including supporting the use of the automated dialler for accounts in our collections strategy). Our aim is to provide exceptional service to our lending customers ensuring that we provide the support they require during their period of financial difficulty/ arrears.
- Your Impact: Building a sustainable tomorrow
- As an Arrears Team Leader at Tandem your focus will be on:
- Lead and motivate the Early Arrears Team with responsibility for ensuring that your team professionally respond to all inbound financial difficulty / arrears related telephone calls, supporting customers in financial difficulty / arrears
- Successfully coordinate the completion of outbound arrears related activity (including supporting the use of the automated dialler for accounts in our collections strategy) each day
- Ensure that internal service level agreements are exceeded whilst supporting our customers in financial difficulty / arrears (including monitoring live telephony performance)
- Ensuring the Arrears Executives are trained to robustly explore and document the reason for a customer’s financial difficulty including providing relevant forbearance options for the customer. The Arrears Executives should also demonstrate knowledge of the consequences of non-payment and demonstrate this in their conversations with our customers in arrears
- Assist our Specialist Serving Team (SST) and Vulnerable Customer Champions to support our vulnerable customers ensuring that we fully understand the reason for their vulnerability and how this impacts their ability to manage their personal finances
- Assist the Operations Administration and Recoveries team with the timely completion of inbound arrears related correspondence for our customers in arrears
- Self-identify operational risks and support with the creation and completion of associated first line controls and instil a culture of risk identification within the Early Arrears Team
- Self-identify and own operational risk events, robustly documenting these in our risk management system. Also support any customer remediation that may be required due to the risk event
- Ambassador for our BEST values, ensuring that our customers are at the heart of Operations
- Provide leadership motivation and support to your team including completing monthly 121’s and coaching and support on an ongoing basis for each colleague
- Providing career progression support when requested by a colleague in your team
- Support the planning and co-ordination of resource across the wider Early and Late Arrears teams to ensure that we meet the demands of our customers
- Continuously review and refine operational processes, efficiencies and ways of working to drive operational improvement to support customers in financial difficulty / arrears
- Adhere to FCA guidelines ensuring that all work is compliant and aligned to regulatory standards
- Responsible for supporting the Training & Competence Manager with training for new and existing Arrears Executives and ongoing leadership oversight to ensure adherence to the group Training & Competency Policy
- Support the Operations leadership team with relevant management information to demonstrate the support delivered to our customers in financial difficulty /arrears (for both internal and external use with our Regulator and third parties)
- Provide support to the wider Operations teams when required
- 25 days annual leave plus 8 days Bank Holiday
- An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc
- Buy or sell up to 5 days holiday a year
- Healthcare cash plan through Westfield Health
- Life Assurance at 3 x salary
- Electric Vehicle salary sacrifice scheme
- Cycle to Work salary sacrifice scheme and a free helmet
- Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility)
- Smart Tech scheme (buy goods with 0% interest)
- 10% discount on solar panels
- Tandem Hub for treats, cash back and discounts on UK retailers
- 2 days per year paid volunteering
- Quarterly team social budgets
- Our Green Deal: Your Impact Amplified
- A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below:
- Volunteer 2 days a year for charity > receive an early Friday finish
- Raise £200 per annum for charity > Tandem provide PR and marketing support
- Have renewable energy at home > receive an additional 1 day annual leave
- Drive an electric car > receive £500 towards a home charger
- Ready to make your mark?
- Sourcing Model
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