What are the responsibilities and job description for the Collection Team Leader - Midnight Team position at Capital on Tap?
📈Check out the development opportunities in the Collections team.
🏡🏢This is a Hybrid role, the Collections Midnight team work from our Cardiff City Centre Offices 2 days per week. You’ll work from the office for your first 12 weeks whilst you get set up in your new role.
Shifts ⏰
You’ll join our Midnight Team in Cardiff, who service our global customer base, predominantly US customers. You’ll work Monday to Friday, from 3:30pm to Midnight
Collections Team Leader ✨
As a Collections Team Leader, you’ll support and guide a team of up to 8 agents, helping them deliver the best outcomes for our customers and business. You’ll coach, develop, and motivate your team, act as a point of escalation, and work closely with key stakeholders. Alongside managing performance and key metrics, you'll ensure best practices are followed and remove any barriers that stand in the way of great service
- Lead a team of up to 8 Collections Agents, ensuring great outcomes for customers and the business.
- Follow department processes and best practices.
- Handle inbound and outbound calls, including payment collection.
- Coach and develop team members through 1-1s, coaching sessions, and team meetings.
- Build strong relationships with key internal teams.
- Acting as an escalation point for team members on the floor when support is required
We’re Looking For ✨
- 2 years of leadership experience in Collections within a multi-channel environment (e.g., outbound dialer, inbound calls, SMS, WhatsApp, web chat, email).
- Experience managing UK and US collections, ideally in credit card or SME lending.
- Strong analytical, communication, and negotiation skills
- Able to problem solve and think critically
- In-depth knowledge of regulations (GDPR, FCA, insolvency, Equalities Act)
- Proven ability to develop, engage, and motivate teams in remote, hybrid, and onsite settings.
- Comfortable managing high volumes, complex cases, and performance challenges.
- Experience supporting vulnerable customers and navigating risk-sensitive situations.
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 with Senior Collections Manager (Video call)
- Final stage: 60 minute technical assessment with Head of Department & Senior Collections Manager (In person)
Salary : $250
