Customer Support and Collections Team Leader

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 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

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

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 or request a call back.

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.