Customer Service Associate

Close Brothers; Glasgow; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

Close Brothers is seeking a customer-focused assistant in Asset Finance to provide proactive service across the customer lifecycle, excluding collections. You will handle inquiries via phone, email, and portal, while ensuring compliance with policies and SLAs.

Working in a hybrid environment, you will collaborate with internal teams, brokers, and suppliers to deliver timely updates and resolutions, with a clear eye on risk and quality improvements.

Qualifications

• Independent workers who can operate with minimal supervision
• Proactive mindset with initiative and problem-solving
• Numerical ability to interpret data and inform decisions
• Clear written and verbal communication across seniority levels
• Good interpersonal skills for internal and external stakeholders

Responsibilities

• Empathetically speak with customers via phone, post and email
• Capture service requests received by email, portal, post or telephone
• Handle service requests across channels with policy and SLA adherence
• Maintain accurate system updates and convey application status
• Provide clear, prompt support to internal teams, customers, brokers, and suppliers via phone and email
• Collaborate with other departments to ensure seamless communication and problem-solving
• Work to achieve individual and team performance targets
• Act as first line of defence by escalating risks when needed

Skills

Independent work

Proactivity

Analytical thinking

Strong communication

Numerical ability

Job description

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 the Close Brothers Asset Finance Team where you will deliver a seamless and compliant service across the customer lifecycle focused on in-life activities (excluding collections). Working as part of the Transport & Rentals team our ideal team member will have previous experience in achieving service, quality, and performance targets by following standardised processes, whilst demonstrating a continuous improvement mindset, and proactively identifying ways to enhance customer outcomes.

Responsibilities

• Empathetically speak with customers through available channels including telephone, post and email
• Capture service requests received by email, portal, post or telephone
• Handle service requests across all channels—email, portal, post, and telephone—ensuring compliance with policies and SLAs
• Maintain accurate system updates and convey application status as needed
• Provide clear, prompt support to internal teams, customers, brokers, and suppliers via phone and email, escalating complex issues where required
• Collaborate with other departments to ensure seamless communication and problem-solving for brokers and customers
• Work proactively to achieve individual and team performance targets.
• Act as a first line of defence by remaining vigilant to risks and escalating concerns appropriately.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• An ability to work independently as well as part of a team.
• Proven experience of working proactively and taking initiative
• Numerate with analytical ability
• Excellent communication skills both written and verbal, ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments
• Strong interpersonal skills, quick to develop and maintain relationship both internally and externally Internal
• Previously provided excellent Customer support

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• Good knowledge of Microsoft Products
• Previous knowledge of the Financial Services Industry and in similar operational or customer facing roles
• Previous knowledge of the Asset Finance industry.

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 [e-mail] 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