Customer Support Executive

Close Brothers; Doncaster; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Close Brothers is looking for a Customer Support team member to manage accounts within special cases, ensuring effective handling of customer queries and asset recovery processes. Candidates should possess excellent communication skills and a strong customer-focused mindset. This hybrid role allows for flexible working arrangements in a supportive environment focused on inclusivity.

Qualifications

• Previous experience in a customer focused environment.
• Experience dealing with vulnerable customers.
• Demonstrable experience of working within a structured process.

Responsibilities

• Managing relationships with customers on an individual basis.
• Identifying possible fraudulent accounts and taking corrective action.
• Liaising with third party agents on asset recovery needs.

Skills

Customer Focus

Communication

IT Skills

Tools

MS Word

Excel

Outlook

Job description

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 MotorTeam where you will manage all accounts that fall into our special case handling procedure, all accounts that require work in line with the current IN Notice of Default period and Post Notice of Default strategy and to effectively manage the ongoing asset recovery and disposal process for voluntary terminations, PCP hand-backs, repossessions and voluntary surrenders. Working as part of the Customer Support teamour ideal team member will have previous experience in a customer focused environment with excellent communicationskills.

RESPONSIBILITIES

Arrears:

• Managing relationships with customers on an individual basis to ensure a successful customer and business outcome.
• Managing and owning customers that fall into special case categories by following the agreed procedure.
• Identifying possible fraudulent accounts, taking the correct action to resolve issues quickly and informing management of potential losses and action taken.
• Reviewing and actioning all cases in line with the company’s collection principles.
• Managing, reviewing and actioning credit arrears cases.
• Effectively managing case transfer post termination to Head Office Branch Services Team.
• Liaising with third party agents on all asset recovery requirements.
• Effectively managing voluntary termination, voluntary surrender and PCP hand-back processes.
• Effectively managing asset sales through auction houses and approved sales channels.
• Managing accounts within Notice of Default period to ensure successful customer and business outcomes.

General:

• Carrying out duties in accordance with the company’s standard policies and procedures
• Completing general office administration office duties
• Dealing with customer complaints and general queries
• Effectively handling all inbound and outbound customer contact
• Managing daily workloads via dashboards
• Maintaining customer data and account records in line with policy and procedure
• Ensuring that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
• Ensuring all inbound and outbound calls are handled in line with our current Quality Assurance process.

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

• Previous experience in a customer focused environment.
• Previous experience dealing with vulnerable customers.
• Demonstrable experience of working within a structured process.
• Excellent IT Skills (MS Word, Excel and Outlook).
• The ability to work well as part of a team.

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

• Knowledge of regulations relating to Compliance, Data Protection, Anti Money Laundering, Consumer Credit Directive and Consumer Credit Act.
• Previous experience in a collections/customer service environment.

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us [e-mail] or request a call back.

ABOUT US

For roles offering hybrid working: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.

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.