Description:
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
- Deliver the customer contact strategy for CSC, ensuring consistent, compliant and high-quality approaches across the team, and escalating cases where appropriate and necessary
- Lead, coach and develop team members to drive performance, accountability and consistent ways of working
- Oversee day-to-day operations, managing workflow, prioritisation and case allocation to ensure timely and effective outcomes
- Monitor performance data to identify risks, trends and deviations, taking prompt action to maintain standards
- Ensure all customer interactions and case strategies are accurately recorded and aligned to regulatory expectations
- Conduct regular quality assurance checks, providing clear feedback and coaching to improve performance and outcomes
- Oversee the handling of vulnerable customers and forbearance activity, ensuring appropriate, fair and compliant support
- Provide hands-on support during peak periods or where required to maintain service continuity
- Lead daily team huddles to review performance, set priorities and address issues at source
- Drive continuous improvement by identifying themes, supporting root cause analysis and embedding better practices
- Collaborate with wider collections teams to share insights and promote best practice across the business
- 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:
- Experience of dealing with customers in financial difficulty
- In-depth knowledge of collections and recoveries regulatory requirements and industry standards
- Exceptional communication and stakeholder management skills, with the ability to effectively interact with internal and external stakeholders
- 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:
- Experience of carrying out activity under a Training and Competence scheme
- Proficiency in Alfa Financial Software
- Exposure to continuous improvement and problem-solving techniques