Close Brothers Premium Finance Member visit, Wimbledon

9th December 2015

Overview of the member organisation:

Close Brothers is a leading UK merchant banking group, providing lending, deposit taking, wealth management services, and securities trading. Established in 1878, we believe our traditional merchant banking values, based on service and integrity, continue to be relevant today. We define our approach to business as ‘modern merchant banking’ - values that are embedded in our culture and that underpin everything we do.

The contact centre is just less than 100 seats and is led by Brent Boxley who was recently awarded ‘Contact Centre Manager of the Year’ at the UK National Contact Centre Awards

The ‘good practice’ topic for this member event is: Implementing a culture change programme

Brent joined the business at a time of significant cultural/operational change, which contributed to Brent inheriting a team of individuals that had lost their way. In particular they were deemed to be disengaged, operated in a siloed mentality and worked against the firm values and vision; ultimately culminating in above average levels of attrition and lower than required levels of Customer Experience, compared against those across the industry. Brent will talk through the programme he put in place to enable to team to re-engage their people and the improvements this delivered to their customers

This event will be of interest to: Contact Centre Managers, Team Managers, HR Managers, Culture change managers, Quality Managers.

The timings for the event are:

We will start the day at 9.00 and finish by 1.00pm

This visit is free to CCMA members.