Specialist Support Team Manager

📈Check out the development opportunities in the Specialist Support  team.

🏡🏢This is a Hybrid role, the Specialist Support team work from our Cardiff City Centre Office 3 days per week. Your first 12 weeks will be full time in the office while you get set up in your new role.

Specialist Support Team Manager ✨
You'll play a key role in shaping team culture, setting high performance standards, and creating a supportive, solution-focused environment. As a senior leader at our Cardiff site, you'll help our most vulnerable customers find the best outcomes and step in for the Head of Collections when needed.

Alongside leading the team day-to-day, you'll also drive important projects, improve processes, and use your expertise in supporting vulnerable customers and managing arrears. By using data and fresh ideas, you'll help make things better for both our customers and the business.

• Champion fair treatment for vulnerable customers and drive improvements using your industry expertise.
• Lead and mentor Team Leaders, Senior Agents, and front-line staff.
• Act as the escalation point for complex cases and risk resolution.
• Foster a customer-first culture, ensuring fair outcomes and compliance.
• Use data insights to improve performance, spot risks, and drive positive change.
• Support team development through coaching, 1-2-1s, and performance management.
• Oversee key processes like debt sales, risk resolution, and business changes.
• Work with internal and external stakeholders to meet targets and support vulnerable customers as the business grows.

We’re Looking For ✨

• At least 3 years of leadership experience in vulnerable customer support and arrears management.
• Strong skills in analysis, communication, and negotiation.
• Good knowledge of key regulations (GDPR, FCA, insolvency, Equalities Act).
• Experienced in leading and motivating teams across remote, hybrid, and onsite settings.
• Confident handling high volumes, complex cases, and performance challenges.
• A resilient leader who supports teams through difficult customer situations.
• Strategic thinker who spots opportunities for improvement and future changes.
• Adaptable and comfortable in fast-paced, tech-driven environments.

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

🏥 Private Healthcare including dental and optician services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process 🤝

• First stage: 30 minute intro and values call with Talent Partner (Video call)
• Second stage: 60 minute CV overview and experience with our head of Collections and SST Lead (In person)
• Final stage: 60 minute leadership fit with our Operations Director (Video)