Head of Customer Relationship Management

Close Brothers.; Chester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading UK merchant banking group located in Chester seeks an individual to oversee the Customer Relationship function. The ideal candidate will develop team culture through coaching, manage capacity and quality, and ensure efficient service delivery to customers. Candidates should have exceptional problem-solving skills and a background in customer support. Flexible work options available.

Qualifications

• Excellent problem-solving and critical thinking skills.
• Ability to manage multiple projects and meet deadlines.
• Strong verbal and written communication skills.

Responsibilities

• Monitor capacity management and resource availability.
• Conduct oversight checks for operational quality.
• Coach and develop team members for personal growth.

Skills

Problem solving

Coaching

Communication

Interpersonal skills

Analytical ability

Time management

Tools

Microsoft Office

Job description

Overview

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 & Leasing Team where you will oversee the Customer Relationship function. You will develop a team culture of continuous improvement and development through coaching and training support, building a pipeline of future talent within the team. Working as part of the Asset & Leasing team our ideal team member will have previous experience in recruiting, training and developing high calibre employees, ensuring that headcount budgets are maintained and resource requirements are met with excellent management and leadership skills.

Responsibilities

• Monitor forward capacity management, ensuring resource availability around busy holiday periods.
• Work with teams to find root causes of problems encountered and share knowledge across teams to continuously improve practises.
• Monitor quality through performing regular oversight checks, reviewing operational and data quality dashboards, and work to identify training issues and process improvements.
• Conduct (or provide team resource) to support testing of banking systems such as ALFA where required.
• Work closely with Sales/Customers to smooth the onboarding and agreement set-up processes with a focus on getting things right first time and providing an efficient, effective service to our customers, providing real-time updates to customers and other interested parties when required.
• Provide support to the Sales/Customers with processing of new proposals, including checks on anti-money laundering, credit searching, linking exposures and loading and checking assets.
• Receive enquiries by email or telephone, addressing these effectively and in a timely manner.
• Process all requests, where required, for in-life tasks including settlement quotes, agreement settlement, reschedules, process card payments, refunds and updates to account information plus other activity required as and when requested.
• Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.

Qualifications

• Provide oversight and direction to employees in accordance with the firm's policies, procedures, standards and SLAs.
• 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.
• Excellent problem solving, critical thinking, coaching, interpersonal, and verbal and written communication skills.
• The ability to plan for and keep track of multiple projects and deadlines. A willingness to continue building skills through educational opportunities.
• 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 relationships both internally and externally.
• Experience of providing excellent customer support.
• IT experience is not essential but would be advantageous.
• Good knowledge of Microsoft products.
• Previous knowledge and experience of the Financial Services Industry and in similar operational or customer facing roles (desirable).

About Close Brothers

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.