Customer Complaints Case Handler

Overview

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Salary of £27,000

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.

Responsibilities

• 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.

Qualifications / What we\\\’re looking for

• Expert attention to detail would make you a superstar in this role.
• Resilience is key; the role can be challenging, but rewarding.
• A team player who acts with integrity and treats customers and associates with respect.
• First-hand experience within complaints and the Finance Industry is desirable but not required.
• Excellent communication skills, both telephony and written, with the ability to provide clear, accurate final responses.
• Ability to display empathy and advocacy for every customer you interact with.

Diversity & Inclusion

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.

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. 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.

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. 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 internal networks and support groups such as REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER.

Capital One is committed to diversity in the workplace. If you require a reasonable adjustment, please contact the recruitment team. All information will be kept confidential for the purpose of applying a reasonable adjustment. For technical support or questions about Capital One\\\’s recruiting process, please email the recruitment team. Capital One is a family of entities; positions posted in the UK are for Capital One Europe.

Who We Are

At Capital One, we\\\’re building a leading information-based technology company guided by values of collaboration, openness, and respect. We aim to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. Our efforts are measured by the success of our customers and the advocacy they exhibit.

What\\\’s in it for you

Salary of £27,000.00. We offer high performers strong and diverse career progression, investment in Capital One University training programmes, and immediate access to core benefits including a pension scheme and generous holiday entitlement.