Arrears Team Leader

• Lead and motivate the Early Arrears Team to professionally respond to inbound financial difficulty/arrears related telephone calls
• Coordinate outbound arrears related activity including supporting the use of automated dialler for accounts in collections strategy
• Ensure internal service level agreements are exceeded while supporting customers in financial difficulty/arrears
• Continuously review and refine operational processes to drive improvement for customers in financial difficulty/arrears

This role helps customers in financial difficulty/arrears by providing support and forbearance options, contributing to Tandem's mission of empowering people to make better financial choices and lowering environmental impact through sustainable banking.

• 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
• Personally driven to enhance team and individual performance
• Demonstrable communication skills including ability to provide clear, constructive feedback alongside experience in effective coaching and training

• Salary: £36,000 - £42,500 dependent on experience plus up to 20% bonus
• 25 days annual leave plus 8 days Bank Holiday, additional celebration day off
• Healthcare cash plan, Life Assurance at 3x salary
• Electric Vehicle and Cycle to Work salary sacrifice schemes
• 10% discount on solar panels, quarterly team social budgets
• 2 days per year paid volunteering, free cereal/snacks/drinks in offices

Tandem is a UK challenger bank launched in 2014 that creates products to empower people to make better financial choices and lower their environmental impact, shaping the future of sustainable digital banking.