OVERALL SUMMARY
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join Close Brothers Asset Finance (CBAF) as a Customer Support & Collections Team Leader, where your primary focus will be leading, coaching and developing a high-performing team. You’ll drive consistency, embed best practice, and ensure every interaction reflects our standards and values.
Leading a Glasgow-based team within Customer Support & Collections (CSC), you’ll oversee day-to-day operations, ensuring customers in financial difficulty are supported through a clear, empathetic and compliant contact strategy. You’ll bring proven experience from a regulated collections environment and a strong track record of delivering consistent, high-quality customer outcomes.
RESPONSIBILITIES
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Deliver the customer contact strategy for CSC, ensuring consistent, compliant and high-quality approaches across the team, and escalating cases where appropriate and necessary
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Lead, coach and develop team members to drive performance, accountability and consistent ways of working
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Oversee day-to-day operations, managing workflow, prioritisation and case allocation to ensure timely and effective outcomes
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Monitor performance data to identify risks, trends and deviations, taking prompt action to maintain standards
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Ensure all customer interactions and case strategies are accurately recorded and aligned to regulatory expectations
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Conduct regular quality assurance checks, providing clear feedback and coaching to improve performance and outcomes
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Oversee the handling of vulnerable customers and forbearance activity, ensuring appropriate, fair and compliant support
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Provide hands-on support during peak periods or where required to maintain service continuity
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Lead daily team huddles to review performance, set priorities and address issues at source
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Drive continuous improvement by identifying themes, supporting root cause analysis and embedding better practices
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Collaborate with wider collections teams to share insights and promote best practice across the business
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Support key people processes, including performance reviews, capability development and ensuring compliance with training and competence requirements
WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:
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Experience of dealing with customers in financial difficulty
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In-depth knowledge of collections and recoveries regulatory requirements and industry standards
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Exceptional communication and stakeholder management skills, with the ability to effectively interact with internal and external stakeholders
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Experience of providing coaching and feedback
- The ability to assess customer circumstances and identify appropriate strategies, applying judgement and decision-making skills
- Strong teamwork skills whilst maintaining individual workload
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:
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Experience of carrying out activity under a Training and Competence scheme
- Proficiency in Alfa Financial Software
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Exposure to continuous improvement and problem-solving techniques
We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at [email protected] or request a call back.
ABOUT US
At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers
To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541
To find out more about our benefits:
https://www.closebrothers.com/employee-benefits
To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group
#LI-CBAFL #LI-JN1 #LI-hybrid
At Close Brothers Group, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.
We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.
We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.
Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.
Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our business will represent a diverse and inclusive workforce from the top down.
We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities. As an early adopter of hybrid working we are open to discussing all types of flexible working options, helping you to balance your work and home life.
