Customer Support Specialist

7 days ago

Doncaster, Doncaster, United Kingdom Close Brothers Group Full time

Role Overview

We are seeking a skilled Customer Support Specialist to join our team at Close Brothers Group. As a key member of our Customer Support team, you will be responsible for managing customer relationships and ensuring successful customer and business outcomes.

Key Responsibilities

  • Manage relationships with customers to ensure successful customer and business outcomes.
  • Own and manage customers that fall into special case categories by following agreed procedures.
  • Identify possible fraudulent accounts, take corrective action, and inform management of potential losses and actions taken.
  • Review and action all cases in line with the company's collection principles.
  • Manage, review, and action credit arrears cases.
  • Effectively manage case transfer post termination to Head Office Branch Services Team.
  • Liaise with third-party agents on all asset recovery requirements.
  • Effectively manage voluntary termination, voluntary surrender, and PCP hand-back processes.
  • Manage accounts within Notice of Default period to ensure successful customer and business outcomes.

Requirements

  • Excellent customer service skills.
  • Previous experience in a customer-focused environment.
  • Previous experience dealing with vulnerable customers.
  • The ability to demonstrate an empathetic approach.
  • 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.

About Us

Close Brothers Group is a leading UK merchant banking group providing lending, deposit taking, wealth management services, and securities trading. We provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.

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