|Hours||37.5 - 37.5 Hours|
You’ll be part of our dedicated Complaints Resolution team and you’ll manage customer complaints from receipt right through to resolution, using a variety of channels. You’ll have strong communication skills and talk to our customers in a clear and fair way, in line with regulatory expectations all whilst being empathetic to each individual customer circumstance. Reaching a fair outcome for our customers is our top priority.
**This role has a scheduled start date of 1st August**
What you’ll do
Manage customer complaints from receipt right through to resolution
Understand industry regulation and how this correlates with Capital One policies
Supporting customers and resolving their concerns as quickly as you can
Do a thorough investigation to help understand their situation and find a resolution
Supporting our business in improving our processes
What we’re looking for
Great communication skills; can you explain sometimes challenging information to our customers?
Passionate people who want to give the best service to every customer they speak to
A quick learner; the complaints department is fast paced and we need people to manage multiple complex issues at the same time
Someone who can keep calm and be resilient; dealing with Complaints everyday can be challenging but the rewards are great!
Ability to manage your own time and caseload
Proactively want to develop
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 and ethnic minority candidates.
Where and how you'll work
Our front line agent roles are remote - based at home with 2 days per month in the office for team building, collaboration and the opportunity to meet and spend time with your colleagues face to face.
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 (up to 12 weeks) and when you first start talking to customers, we will ask you to be in the office more often. We believe this will not only be 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.
You can read more about the full announcement from our Founder and CEO Rich Fairbank here: Update on CapitalOne.com
During some of the training (approximately 10-12 weeks), your working hours will be 09:00 - 17:30 Monday to Friday. Once fully trained your hours will be 10am to 6:30pm Monday to Friday.
What’s in it for you
Salary of £23,000.00
Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
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, bonus, 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, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee cafe