At a Glance
- Tasks: Help customers resolve complaints and advocate for their needs with empathy and creativity.
- Company: Join Capital One, a leading tech-driven bank focused on customer success.
- Benefits: Enjoy a salary of £27,000, flexible working, and great career development opportunities.
- Other info: Diverse and inclusive workplace with excellent support networks and training programmes.
- Why this job: Make a real difference by being the voice of customers and improving their experiences.
- Qualifications: Strong communication skills and a passion for customer advocacy are essential.
The predicted salary is between 27000 - 37800 € per year.
About this role
Our Complaints Resolution team are the customer advocates at the heart of our operation. They are here to solve problems for customers who need our support, and do this through their critical thinking and understanding of Capital One, and industry-wide policies and processes. As a member of the team, you must have a passion for being the voice of our customers and be able to think creatively to influence how we deliver great outcomes.
We encourage ownership and accountability, so we’ll need you to listen to our customers, investigate their concerns and make a well-informed decision on behalf of Capital One. You will be empowered to use your judgment when deciding outcomes and will own the resolution for each of the customers you advocate for.
What you’ll do
- Manage customer complaints from receipt right through to resolution, both in voice and written communications
- Understand industry regulation and how this matches with Capital One policies
- Support customers and resolve their concerns
- Do a thorough investigation to help understand their situation and find a resolution
- Remain customer focused and put them at the centre of every decision
- Signpost customers to additional support resources
- Support our business in improving our processes
What we’re looking for
- Expert attention to detail would make you a superstar in this role
- Resilience is key! Whilst this job is incredibly rewarding, it can be difficult at times
- A team player that acts with integrity and treats our customers and associates with respect
- We’d love it if you have first-hand experience within complaints and the Finance Industry - but don’t worry if not, as this isn’t a dealbreaker!
Experience
- A great communicator, both telephony and in writing detailed final responses that are clear, not misleading and easy to digest.
- A passion for giving the best advice to every customer you interact with through empathy and advocacy
We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.
Where and how you’ll work
At Capital One, we invest in your training and development. We recognise that a 'one size fits all' approach to learning is not always the best. We have developed a blended learning and support programme involving in-person, remote and self-learning. This means, for the period of your training (approximately 12 weeks) and when you first start talking to customers, the training will be a mixture of office based and remote learning. This is hugely beneficial to your development in the role but it will also allow you to learn more about our culture and create in-person relationships with your peers.
During your training, your working hours will be 09:00 to 17:30 Monday to Friday. Once you’ve completed training you’ll move onto a Complaints team shift pattern working a shift within our opening hours between the hours of 8:30 & 18:30. Once you have successfully completed your training, you will transition to predominantly working from home, however you will be required to come into the office for a day every 2 weeks. This will be for team building, collaboration and the opportunity to meet and spend time with your colleagues face to face. However, if you want to work from the office more, you can!
What’s in it for you
- Salary of £27,000.00
- We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
- Immediate access to our core benefits including pension scheme, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
- Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant and mindfulness space.
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:
- REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
- OutFront – to provide LGBTQ+ support for all associates
- Mind Your Mind – signposting support and promoting positive mental wellbeing for all
- Women in Tech – promoting an inclusive environment in tech
- EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com.
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
Customer Complaints Case Handler in Clifton employer: Capital One UK
At Capital One, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and inclusion. Our Nottingham office provides a supportive environment with extensive training programmes, flexible working arrangements, and a range of benefits including a fully-serviced gym and subsidised restaurant. We are committed to your professional growth, ensuring you have the tools and opportunities to thrive in your career while making a meaningful impact for our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Case Handler in Clifton
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Capital One. Understand their values, mission, and what they stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Try doing mock interviews with friends or family. Focus on common questions related to customer service and complaints handling. The more comfortable you are speaking about your experiences, the better you'll perform when it counts.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to share examples of how you've handled difficult situations in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your critical thinking abilities.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Customer Complaints Case Handler in Clifton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Complaints Case Handler role. Highlight your relevant experience and skills that match the job description, especially your attention to detail and customer advocacy.
Showcase Your Communication Skills:Since this role requires excellent written communication, ensure your application is clear, concise, and free of jargon. Use straightforward language to demonstrate how you can effectively communicate with customers.
Demonstrate Problem-Solving Abilities:In your application, share examples of how you've successfully resolved customer complaints or similar challenges in the past. This will show us that you have the critical thinking skills we value in our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team at Capital One!
How to prepare for a job interview at Capital One UK
✨Know Your Stuff
Before the interview, make sure you understand Capital One's policies and the industry regulations that apply to customer complaints. Brush up on common complaint scenarios and think about how you would handle them. This will show your critical thinking skills and your passion for being the voice of the customer.
✨Showcase Your Empathy
During the interview, demonstrate your ability to empathise with customers. Share examples from your past experiences where you successfully resolved a complaint or helped someone in need. This will highlight your communication skills and your commitment to putting customers at the centre of every decision.
✨Be Ready to Think Creatively
Prepare to discuss how you would approach unique or challenging customer complaints. Capital One values creative problem-solving, so think of innovative solutions you could propose. This will showcase your ability to think outside the box and your resilience in tough situations.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training processes, or how success is measured in the role. This shows your genuine interest in the position and helps you determine if it's the right fit for you.
