Head of Customer Relationship Management

Job title: Head of Customer Relationship Management

Company: Close Brothers Group


Job description: The VacancyOVERALL SUMMARYAt 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 • 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.WE WOULD LOVE TO HEAR FROM YOU IFYOU HAVE/ARE:

• 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 relationship both internally and externally
• Experience of providing excellent Customer support

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• Good knowledge of Microsoft Products
• Previous knowledge and experience of the Financial Services Industry and in similar operational or customer facing roles

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back.ABOUT USAt 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:To find out more about life at Close Brothers:To find out more about our benefits:To find out more about our commitment to creating an inclusive environment:#LI-TW1 #LI-Hybrid #LI-CBAFLThe CompanyAt Close Brothers Group, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our business will represent a diverse and inclusive workforce from the top down.We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities. As an early adopter of hybrid working we are open to discussing all types of flexible working options, helping you to balance your work and home life.The BenefitsPrivate medicalDiscounted health checksStakeholder pension contributionCycle to work schemeGym discountsPurchase additional holiday

Expected salary:

Location: Manchester

Job date: Sat, 02 Aug 2025 06:26:35 GMT

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