Arrears Team Leader

Job Title: Arrears Team Leader Working Pattern: Monday to Friday, 09.00 - 17.00, 36.25 hours per week Salary: £40,000 - £45,000 dependent on experience and up to 20% bonus and benefits Location: Embrace hybrid work from our Cardiff or Durham office. 💚 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 (Outbound) will be responsible for supporting the Operations Director in leading a team of up to 10 Arrears Executives across the full arrears lifecycle for the Bank's unsecured, motor and mortgage portfolios. The team is responsible for proactively engaging with customers experiencing financial difficulty or arrears, from early-stage arrears through to late-stage collections activity, helping customers understand their available options and reach sustainable repayment solutions. The team operates as an outbound collections function, completing high volumes of customer contact through both automated dialler technology and manual outbound calling activity. In addition to telephony activity, the team is responsible for a range of arrears-related administration tasks, including the set up and maintenance of repayment arrangements and liaising liaison with Debt Management Companies (DMCs). Our aim is to provide exceptional service to customers experiencing financial difficulty while ensuring fair customer outcomes, successful collections performance and adherence to all regulatory requirements. Your Impact: Building a sustainable tomorrow As an Arrears Team Leader at Tandem your focus will be on: Lead and motivate a team of Arrears Executives responsible for managing customer accounts across the full arrears lifecycle. Manage the day-to-day performance of an outbound collections team, ensuring dialler and manual call activity is completed effectively and customer outcomes remain at the heart of every interaction. Successfully coordinate outbound collections strategies and campaigns across all arrears populations. Ensure arrears-related administration activities are completed accurately and within agreed service levels, including repayment arrangements, direct debit amendments, customer correspondence, DMP administration, insolvency notifications and third-party requests. Ensure team members robustly explore the causes of financial difficulty and identify appropriate, sustainable and customer-focused forbearance solutions. Work collaboratively with the Specialist Support Team (SST), Recoveries, Operations Administration, Legal and third-party debt advice organisations to support customers appropriately. Maintain oversight of vulnerable customer interactions and ensure colleagues identify, record and respond appropriately to vulnerability indicators. Support the planning and management of…