Senior Arrears Manager

About The Role

Contract type: Permanent

Hours: Full-time, 35 hours

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact

You’ll be at the heart of supporting borrowers through payment challenges, making sure they receive fair, consistent and genuinely helpful solutions that lead to great customer outcomes. With a strong focus on excellent service and smart risk management, you’ll help reduce Credit Risk losses and directly contribute to the success of Lending and the wider Society.

As we evolve into more specialist Lending, you’ll bring your expertise and leadership to shape and strengthen our forbearance and litigation strategies.

Your leadership will drive a high‑performing, resilient operation – one that protects customer trust, meets regulatory expectations, and continually improves our arrears performance. This is a fantastic opportunity to make a real impact and help shape the future of our Lending approach.

• Lead the Payment Support team of arrears specialists, including recruitment, resourcing and capacity planning.
• Ensure colleagues are trained, competent and up to date with regulatory changes, delivering fair outcomes and minimising losses.
• Embed strong conduct, feedback and quality standards through the T&C Scheme.
• Act as Deputy to the Mortgage Operations Director when required.

• Ensure customers in arrears receive fair, consistent and well‑managed support.
• Maintain effective arrears contact processes and customer journeys, leveraging technology where appropriate.
• Develop and optimise strategies across Arrears, Collections and Possessions.
• Oversee complaint handling, ensuring fast resolution and strong root‑cause learning.

• Ensure policies and procedures are clear, compliant and aligned to the Lending strategy.
• Work with Lending and Customer teams to streamline, automate and improve services.
• Continuously review processes to enhance performance, controls and efficiency.
• Own the Collect system and ensure data is accurate, well‑managed and used effectively.

• Produce and analyse service, performance and customer‑outcome MI for key stakeholders.
• Use insights to drive improvements across processes, controls and strategy.

• Maintain high standards of conduct and operational risk management.
• Ensure robust controls and risk registers are in place and effective.
• Prepare the team for regulatory changes through close partnership with Compliance, Credit Risk and industry bodies.
• Fulfil T&C Supervisor responsibilities, ensuring adviser competence and compliant behaviours.

• Act as subject‑matter expert on arrears management, supporting new proposition development.
• Select and manage third parties involved in arrears and possessions activity.
• Build strong relationships across internal teams and external bodies to ensure seamless processes and good outcomes.
• Engage with peer groups and sit on industry forums (e.g., UK Finance, BSA).

• Lead Operational Resilience and business continuity activity for arrears services, including annual testing.
• Act as Payment Support lead during incidents, ensuring continuity plans are followed and impacts minimised.
• Oversee root‑cause reviews for arrears‑related incidents and ensure lessons learned are embedded.

• Strong, current expertise across Arrears, Collections, Litigation, Possessions and Recoveries in an FCA‑regulated environment.
• Solid understanding of UK arrears best practice, including industry standards, regulatory rules and operational processes.
• Working knowledge of MCOB 12 & 13, the Mortgage Charter, FCA requirements, and AML/financial crime considerations.
• Confident interpreting MI, KPIs and operational performance data to inform decisions.
• Able to manage complex stakeholder relationships across operational, technical and regulatory areas.
• Clear,…