Join to apply for the Customer Support Officer role at Shawbrook
Location: Glasgow, Scotland, United Kingdom
Shawbrook provides finance to a wide range of customer segments that value the premium experience and flexibility. We are a purpose‑led organisation focused on delivering long‑term sustainable value for all stakeholders.
We have a diversified offering, with innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth‑focused businesses to mortgages for professional landlords and property investors, as well as simple digital loans for consumers. We fuel our lending through customer deposits, attracted by delivering a premium experience, choice and consistently great value to smart savers.
The business model we have created is unique and difficult to replicate, combining deep human expertise with advanced digital, tech and data capabilities. This combination allows us to deliver excellent customer experiences efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for talent.
Why work with us?
* Be part of a bank built for the dynamics of the modern world
* Relish challenges in a fast‑paced, innovative and hardworking culture
* Find new and better ways to solve complexity and make things happen
* Belong to a diverse culture that stands shoulder to shoulder with minority and under‑represented groups
* Care about society and the environment and join a business that cares too
* Grow professionally and become the best version of yourself
The Role & Responsibilities
The role is part of the Collections and Recoveries team within Risk Services supporting Asset Finance and/or Retail Mortgage customers. It involves proactive management of cases in arrears, assessing customer circumstances, and where appropriate offering solutions (including tailored forbearance) to mitigate losses and deliver good customer outcomes. Responsibilities include managing late arrears cases, liaising with external solicitors where enforcement action has commenced, and applying a thorough understanding of banking regulations related to customers experiencing payment difficulties, including Consumer Duty.
The Person
* Proven track record in dealing with Collections and Recoveries accounts in a banking environment
* Knowledge of the Asset Finance and/or Residential Mortgage Collections & Recoveries industry is preferred
* Experience liaising with third parties such as solicitors, receivers and asset managers
* Understanding of the regulatory environment, especially Consumer Duty, MCOB and CONC
Interpersonal Skills and Competencies
* Computer literate, PC skills including MS Excel and Word
* Customer‑focused approach
* Strong communication, particularly listening skills and clarity of communication
* Problem solving and initiative
* Planning, organising, flexibility and reliability
* Negotiating and influencing skills
* Adaptable and flexible
* Ability to work with minimal supervision
* Excellent planning and organisational skills
* Enthusiastic “can do” attitude
* Ability to work under pressure and to tight deadlines
* Accuracy and attention to detail
* Ability to establish effective working relationships at all levels
Reward
Your Wellbeing – We take your health and well‑being seriously, providing a range of benefits to give you and your family peace of mind, including:
* Market‑leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
* Free access to Headspace, a mindfulness & meditation digital health app
* Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
* EAP (Employee Assistance Programme) – support on a wide range of subjects including financial concerns, mental wellbeing and general queries around family, work, housing and health
* Cycle to work scheme
* Discounts on gym membership
Your Lifestyle – It’s important to strike the right balance between your work and personal life. Benefits include:
* Minimum of 27 days holiday per year
* Option to buy or sell holiday days through our flexi‑holiday scheme
* Discounts on gym membership nationwide
* Access to discounts on a range of high street and online brands
* Community support and charitable giving
Your Contribution – We reward those that go the extra mile:
* Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
* Proudly Shawbrook recognition scheme focused on recognising role models and thanking colleagues for a job well done
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