Complaints Contact Centre Process Lead

3 weeks ago

Nottingham, United Kingdom Capital One - UK Full time

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Complaints Contact Centre Process Lead

**About this role**

We’re looking for an experienced Process Manager to lead our Complaint process team. We need someone who can own and manage the risks against the process, understand impacts of change and seek opportunities to drive continuous improvement. You’ll need to be able to own and design existing processes not only to deliver great outcomes for our customers, but also to uncover and drive new and impactful opportunities. Above all else, you’ll need to be passionate about solving business problems and making better experiences for our customers and operations teams.

**What you’ll do**

You’ll delve into complex data and process improvement methodologies and manage a team to ensure the process is well managed through:

- Leading and coaching a team to set the process up for success through effective risk and change management, as well as seeking opportunities for improvement.
- Maintain process documentation for the complaint process including call flows
- Being a point of escalation within your team to manage any issues and events to closure within a timely manner
- Designing effective and efficient processes that deliver great outcomes for our customers and business
- End-to-end analysis of processes through the eye of the business, customers and other key stakeholders, introducing innovation into the process to deliver consistent and impactful results
- Demonstrating excellent process management skills through tracking success metrics and monitoring process performance
- Leading the prioritisation of changes in a key area of Operations to deliver the most business value
- Demonstrating leadership skills and supporting the Operations team’s vision, to deliver great outcomes for both our customers and business
- Constantly develop your personal tool-kit of process improvement techniques, and actively share learnings across the team
- Be a key stakeholder to, or take the lead for Operations, on projects by partnering with Technology, suppliers or the wider business stakeholders to ensure processes are efficient and focus on key business objectives
- Ensuring that processes are compliant with regulations, risks are identified and managed, alongside ensuring documentation is relevant and updated

**What we’re looking for**
- Experience in leading a process or delivery complaints team in Financial Services
- Strong inbuilt analytical mindset, a high level of numerical ability which enables you to quickly spot trends and opportunities in raw data
- Great attention to detail to understand key operational processes, systems and technology
- Preferable to have experience of using LEAN or Six Sigma methodology and the ability to coach others
- Experience with Risk Management
- Ability to lead others, either directly as line manager or indirectly
- Ability to work cross-functionally with lots of stakeholders to drive critical business decisions
- A drive for continued learning through training opportunities and knowledge sharing to develop innovative solutions.
- A good decision maker, able to bring a healthy, balanced approach to business with a strong customer focus
- Experience in a contact centre environment preferable

**Where and how you'll work**

This is a permanent position based in our Nottingham offices.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

**What’s in it for you**
- 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 café

**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 yo

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