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Specialist Customer Support

4 months ago

Nottingham, United Kingdom Capital One - UK Full time

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

Specialist Customer Support

**About this role**

We’re recruiting now for a start date of 6th March so you’ll need to be available to start on that day.

From time to time, our customers have trouble making payments on their credit card account. This might be due to health issues, job loss or even a deeper vulnerability. Whatever the reason, our Specialist Collections Support Team is here to help and support in the best possible way.

This is a phone based role. Using your strong communication skills, you’ll deliver clear messages to customers, educating them on next steps or signposting further support with exceptional customer service and an empathetic approach. Each customer will have different circumstances so you’ll be required to manage each individual situation to help find a suitable outcome using various different channels. Full training is provided.

**What you’ll do**
- Have effective, impactful conversations with our customers to understand their individual circumstances and agree on a suitable solution from a range of options that will support them
- Understand regulatory/industry requirements when speaking with customers and ensure that you remain compliant
- Support, educate and signpost customers to additional support to help set them up for success with credit going forward
- Use your judgement when assessing the right outcome for the customer
- Support our customers through a range of challenging and sensitive situations taking into account any vulnerabilities

**What we’re looking for**
- An excellent verbal communicator
- Passionate about delivering great customer service
- A natural problem solver focused on getting the right outcomes
- Ability to empathise with customers who may be experiencing a difficult stage in their life
- A confident and personable individual
- A high level of resiliency that equips you to deal with the challenging and sensitive situations our customers may be facing
- Ability to pick up on signs of vulnerability and financial difficulty and be comfortable exploring this with the customer in a sensitive manner
- Proactive about your own learning and development

We’re holding **assessment days in the morning and afternoon of** Thursday 26th January and Wednesday 1st February** where you’ll get the opportunity to see our amazing offices on a building tour, find out more about the role and have an individual interview. So you’ll need to be available to attend one of these in person sessions to be considered for the role.

**Where and how you'll work**

Our front line agent roles are primarily remote - based at home with 1 set and scheduled day every 2 weeks in the office 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

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 and when you first start talking to customers, we'll ask you to be in the office more often. We believe this'll 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.

During some of the training (approximately 12 weeks), your working hours will be 09:00 to 17:30 Monday to Friday. Once you have completed training you’ll move onto a rotating shift pattern. See below:
Monday to Friday - 09:00 to 17:30, 11:00 to 19:30 and 11:30 to 20:00.

Additionally, you'll work every Saturday but you'll get Sunday off and an additional set day off during the week.

**What’s in it for you**
- Salary of £23,000.00
- 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, mindfulness and music rooms.

**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 ac