Senior Collections Team Leader

About this role

We’re Capital on Tap 👋 💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started! 📈Check out the development opportunities in the Collections team. 🏢Location: Cardiff. The first 3 months will be fully office based before moving onto our hybrid working pattern which will require 3 days in the office per week, 2 from home.

🏠37.5 hours per week, Monday to Friday 9am - 5:30pm. 💸Salary banding is £45k - £50k depending on experience Senior Collections Team Leader We're looking for an experienced Collections leader to join our team and help shape a supportive, customer-focused culture. You'll work closely with colleagues to build trust, encourage collaboration, and help the team feel genuinely supported. As the most senior Collections leader on-site, you'll work alongside the Head of Collections and Senior Operations Manager, partnering on projects that improve customer experience and business outcomes.

What You’ll Be Doing Support and develop a team of Team Leaders, Senior Agents and front-line staff, through regular coaching, mentoring and collaborative development conversations. Help build a customer-first culture together with your team, ensuring fair outcomes and compliance across all customer interactions. Work with data and technology to understand performance, spot risks early, and collaborate on improvements.

Oversee specialist workstreams, working closely with colleagues on processes such as debt sale, risk resolution, and business change initiatives. Bring together a multi-channel, shift-based team serving both US and UK customers, nurturing trusted relationships with internal and external stakeholders. We’re Looking For Extensive Collections experience in a multi-channel environment (outbound dialer, inbound calls, SMS, WhatsApp, web chat, email), ideally spanning UK and US markets in credit card or SME lending.