Head of Customer Financial Support

Close Brothers; Doncaster; Hybrid; GBP 120,000 - 170,000; Full time

Job summary

Close Brothers UK is seeking a Head of Customer Financial Support to lead strategy, performance and governance across Motor Finance and Premium Finance. You will shape how we support customers in financial difficulty while balancing outcomes, risk and commercial performance.

You will work with executive stakeholders, Credit Risk, Compliance and Operations to drive improvements, influence decisions and deliver market-leading results, while modelling inclusive leadership and autonomy.

Qualifications

• Proven experience operating in a Head of function role within Financial Services.
• Demonstrable experience influencing and managing senior stakeholders across Operations, Risk, Compliance and Executive leadership teams.
• Strong strategic thinking with ability to translate vision into practical execution.
• Experience working with Credit Risk to develop collections or forbearance strategies.
• Track record delivering improvements in customer outcomes while balancing risk and commercial needs.

Responsibilities

• Set strategic direction for Customer Financial Support across Retail Division.
• Lead initiatives to improve customer outcomes and reduce bad debt.
• Represent Customer Financial Support at senior governance forums.
• Develop and coach the team to achieve performance goals.
• Ensure compliance with Consumer Duty and FCA requirements while supporting growth.

Skills

Strategic Leadership

Stakeholder Management

Regulatory & Risk Awareness

Communication Skills

Change Leadership

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. As Head of Customer Financial Support, you will lead the strategy, performance and governance of our financial support operations across Motor Finance and Premium Finance. You will be responsible for shaping the future direction of our approach to customers in financial difficulty, balancing good customer outcomes, regulatory requirements and commercial performance. Working closely with Executive stakeholders, Credit Risk, Compliance and Operations leaders, you will drive strategic improvements to customer support strategies, influence decision making across the division and ensure we continue to deliver market-leading outcomes for customers whilst protecting the business from avoidable losses. We are seeking an experienced Head of function who is comfortable working autonomously, setting direction, influencing senior stakeholders and identifying improvement opportunities.

Responsibilities

Strategic Leadership

• Set the strategic direction for Customer Financial Support across the Retail Division, ensuring alignment with business objectives, regulatory expectations and customer needs.
• Partner with senior leaders across Credit Risk, Finance, Operations, Compliance and Conduct Risk to identify opportunities to improve collections, recoveries and forbearance strategies.
• Lead the development and delivery of initiatives that improve customer outcomes whilst reducing bad debt and avoidable losses.
• Provide thought leadership and challenge to influence decision making at Executive and senior governance forums.
• Anticipate emerging risks, market developments and regulatory changes, developing appropriate responses and recommendations.

Financial Difficulty Section

• Work in partnership with Credit Risk to review, challenge and enhance collections and recovery strategies, ensuring an appropriate balance between customer outcomes, risk appetite and commercial performance.
• Utilise insight, MI and customer data to identify trends, recommend strategic interventions and drive continuous improvement.
• Own the performance framework for Customer Financial Support, ensuring clear accountability for customer, operational and financial outcomes.

Risk & Compliance Section

• Represent Customer Financial Support at senior governance forums, providing clear recommendations and influencing business decisions.
• Prepare and present high-quality Executive papers and governance updates, translating complex information into clear and actionable insights.
• Ensure adherence to Consumer Duty, FCA requirements and internal governance standards whilst supporting business growth objectives.

Developing Our People

as a line manager, you will be responsible for inspiring and motivating your team, as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.

WE WOULD LOVE TO HEAR FROM YOU IF HAVE/ARE

• Proven experience operating in a Head of function role within Financial Services.
• Demonstrable experience influencing and managing senior stakeholders across Operations, Risk, Compliance and Executive leadership teams.
• Strong strategic thinking capability with the ability to translate vision into practical execution.
• Experience working closely with Credit Risk teams to develop, review and enhance collections, recoveries or customer support strategies.
• A track record of delivering improvements in customer outcomes whilst managing commercial and risk considerations.
• Excellent written and verbal communication skills, with the ability to prepare and present Executive papers, Board reports and governance materials.
• Strong analytical and problem-solving skills, using data and insight to drive decision making.
• Experience leading large operational teams through change and transformation.
• Knowledge of vulnerable customer requirements, Consumer Duty and financial difficulty regulations.
• The confidence and credibility to operate autonomously, make informed decisions and challenge constructively when required.

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