OVERALL SUMMARY 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 Call Handling team where you will be responsible for inbound customer calls, outbound arrears calls and ensuring that customers receive fair and just outcomes. Working as part of the Call Handling team, our ideal team member will have previous experience in a customer services role with excellent communication skills. RESPONSIBILITIES Answering a high volume of telephone calls per day Dealing with incoming and outgoing calls from customers assisting them with their queries, always adhering to the relevant data protection guidelines Negotiating payment plans or settlements with customers, in accordance with authority matrix and company collections policy Actioning customer requests, i.e. change of bank details, due date requests, change of address, statements etc. within the relevant turnaround times Processing direct debit mandates received and update bank details Manually taking payments via debit card facility re: settlements/payments and arrears WE WOULD LOVE TO HEAR FROM YOU IF: You have excellent customer service skills You have previous experience in a customer focused environment You have demonstrable experience of working within a structured process You have excellent IT Skills (MS Word, Excel and Outlook) You have the ability to work well as part of a team IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU: Have knowledge of regulations relating to Compliance, Data Protection, Anti Money Laundering, Consumer Credit Directive and Consumer Credit Act in line with CBI guidelines and regulations Have previous experience in a collections or underwriting position 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 US 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, wealth management services and securities trading. At Close Brothers 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. To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers To find out more about life at Close Brothers:https://www.closebrothers.com/life-close-brothers374017299-899295541 To find out more about our benefits:https://www.closebrothers.com/employee-benefits To find out more about our commitment to creating an inclusive environment:Our Responsibility - Diversity and inclusion ¦ Close Brothers Group LI-TG1 LI-Hybrid