Collections Strategy Optimisation Manager

As a Collections Strategy Optimisation Manager, you’ll take ownership of shaping how we engage and support customers across the full collections journey, using data, insight and innovation to drive meaningful outcomes. This is a highly impactful leadership role where you’ll design and evolve strategies that improve recovery performance, reduce credit losses and ensure every customer interaction is fair, compliant and aligned to their individual circumstances. You’ll play a key part in protecting revenue while also making a genuine difference to customers who may be facing financial challenges.

In practice, you’ll lead a team responsible for developing and continuously refining segmentation, contact strategies and treatment paths across pre-collections and all stages of arrears. You’ll use analytics, testing and performance insights to optimise decisioning, introduce new technologies and improve how and when we engage customers. Working closely with teams across risk, data science, operations and customer experience, you’ll identify trigger points for non-payment, differentiate between customer needs such as “can’t pay” and “won’t pay”, and ensure the right interventions are in place. Alongside this, you’ll drive strong governance and regulatory compliance, while embedding a culture of accountability, innovation and continuous improvement within your team.

Who we are

At Virgin Media O₂, we connect people to the moments that matter most. Virgin Media leads the UK for broadband reliability, speed and overall performance, while O₂ keeps people connected on the move with award-winning coverage.

We’re also proud to be named one of the Financial Times Top 500 Best Employers for 2026, based on one of the UK’s largest employee satisfaction surveys.

Join us and you’ll be part of a team that stays curious, positive and focused on making life easier for our customers and each other. We’re investing in the future of connectivity, from expanding next-generation 5G to exploring satellite-supported solutions that help reach rural communities and hard-to-connect places. 

You’ll work with people who back good ideas and give you plenty of room to grow. So if you’re looking for a place where you can feel supported, trusted and genuinely valued, you’ll feel right at home here.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days a month connecting with each other in person.

That doesn’t just mean time in the office – it could be team meetings, offsites, volunteering days, cross-functional projects, or away days. What matters is making those moments count – so when we come together, it benefits everyone.

Accessible, inclusive and equitable for all 

We believe a better tomorrow starts with the choices we make today. That means moving the dial on diversity, building equity into everything we do and putting inclusion at the heart of our business.

Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported.

When you work with us, you’ll have access to our award-winning employee network groups. These communities bring people together, champion allyship and create uplifting spaces where you can learn, share and feel part of something bigger. They play a big role in helping people feel connected from day one.

The must haves

• Proven experience in collections, credit risk or receivables management

• Strong track record of developing and delivering collections strategies

• Experience managing and developing high-performing teams

• Strong analytical and data-driven decision-making capability

• Solid understanding of regulatory requirements in collections and debt recovery

The other stuff we are looking for

• Experience within telecommunications or a high-volume consumer business

• Technical skills such as SQL or data querying tools, plus data visualisation

• Knowledge of statistical modelling and A/B testing approaches

• Understanding of the full credit lifecycle and customer segmentation strategies

• Strong commercial acumen with the ability to influence senior stakeholders

What's in it for you

We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday –plus your birthday off.

And there’s more. Enjoy some extra perks on us, with optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and brilliant discounts on broadband, TV and mobile. You’ll even get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and chances to attend events at The O₂ and beyond.

Next steps

If this feels like a place where you can belong, we’d love to see what you can do. Once you apply, the next steps might include a call with a recruiter, a video interview, an interview with the hiring manager and a task or assessment.

We’ll also ask about any adjustments you might need, and we’ll do our best to make them happen.

We review applications and interview throughout the advert window, so it’s worth applying sooner rather than later. If you’re offered the role, the offer will be subject to background checks, including a criminal record check and, for some roles, a financial background check.

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