Talk Talk Business

Collections and Vulnerable Customers Lead

Location: Salford Quays, M5 3TT (Hybrid working)

Contract Type: Full Time


Collections and Vulnerable Customer Lead (Collections Manager)

Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

The key objective of the Collections Lead role is to support the Senior Operations manager with all elements of the Collection operation, positively impacting the customer and colleague journeys, specifically owning and developing the processes supporting our more vulnerable customers. To identify gaps and provide recommendations to continually support our customers who fall into debt.

This role will involve working within a highly collaborative Direct operations team to drive improvements across the Collections operation and our partners.

We are on an encouraging trajectory, reducing costs and improving our customer experience (NPS) but there is a huge amount still to do, and the

Collections and Vulnerability Manager has a pivotal role to play in ensuring a positive customer experience, as well as driving the right support for our customers who fall into the collections processes.

Your responsibilities

Collections & DCA Management Operations

  • Act as a primary contact for day-to-day supplier management, including governance structure and supplier communications.
  • Partner performance oversight, including reporting of performance and working closely with our suppliers to drive performance.
  • Adhere to the Governance framework for oversight including periodic auditing and feedback to partners as well as risk & control oversight and incident management.
  • Work closely with the Credit Risk team to design and implement strategies to enhance performance.
  • Ensure appropriate servicing strategies are in place for all customers placed with partners, and that their inventory is full worked.
  • Analysis of activity KPIs and collections trends across the panel, identify opportunities and gaps for partner managers and lead them to improve their performance.
  • Provide analytical, performance and benchmarking support to the team.
  • Support with auditing the DCA sites.
  • There will be a requirement to visit offshore sites in South Africa and the Philippines as well as DCA sites in the UK.

Specific Vulnerability Responsibilities

  • Drive improvements to the collection’s vulnerable customer processes.
  • Ensure we maintain best in class for customers experiencing difficulties.
  • Manage the Vulnerability process end to end, ensuring that our partners are trained to the best standards and adhere to prescribed procedures and delivering the best service to our customers.
  • Remain continually aware for opportunities to improve the departments oversight and controls with regards the vulnerable customer base.
  • Support and own the relationships with new initiatives to increase our footprint with government agencies support those that are vulnerable.

To be successful in the role you must

  • Be data driven and highly analytical with the passion for the customer journey.
  • Be comfortable with data, Excel, and PowerPoint. You must also be comfortable presenting data to different audiences and can cater your presentation style accordingly.
  • Have great stakeholder management skills.
  • Have superb communication skills.
  • Understand, empathise, and have the ability to work with vulnerable customers.
  • Have working knowledge of Ofcom regulations and wider compliance knowledge within the collections function.

What can we offer you?

  • Free TalkTalk broadband for all employees!
  • Electric car charging points available at our HQ.
  • Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.
  • Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.
  • Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this Collections Manager role sounds like it could be for you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.


  • My Wellbeing

    We want you to feel good at work — and not just because you’re doing great things for our customers. We run lots of wellbeing initiatives throughout the year.

  • My Products

    We offer all of our people free TalkTalk Fibre, TV and Phone (you’ll be helping us make them what they are, so it’s only fair that you get to enjoy them).

  • My Flexibility

    We all lead different lives and like to work differently, so whether it's working from home or starting and finishing your day later, we’ll give you the flexibility you need to do your best work.

  • My Benefits

    Think company pension scheme, private medical insurance, income protection and life assurance, plus all sorts of other benefits designed to make your life easier.

Talk Talk Business

Collections and Vulnerable Customers Lead

Location: Salford Quays, M5 3TT

Contract Type: Full Time