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Customer Complaints Case Handler

4 months ago

Nottingham, United Kingdom Capital One - UK Full time

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

Customer Complaints Case Handler

**About this role**

We’re recruiting now for a start date of **29th May** so you’ll need to be available to start on that day.

At Capital One, we strive to get things right 100% of the time but inevitably, there are times when our customers are dissatisfied with the service or outcome they’ve received. And that’s where you come in. This is a phone based role, you’ll listen to our customers’ concerns, understand their situation and then do everything possible to put things right. It's important you follow regulatory expectations in all customer interactions.

**What you’ll do**
- Manage customer complaints from receipt right through to resolution
- Understand industry regulation and how this matches with Capital One policies
- Support customers and resolve their concerns as quickly as you can
- Do a thorough investigation to help understand their situation and find a resolution
- Support our business in improving our processes

**What we’re looking for**
- Great communication skills; can you explain sometimes challenging information to our customers?
- A passion to want to give the best service to every customer you 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’re holding assessment days in the morning and afternoon of Tuesday 11th and Tuesday 18th April** 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. 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've completed training you’ll move onto the Complaints shift pattern and your hours will be 10:00 to 18:30 Monday to Friday, to begin with.

**What’s in it for you**
- Salary of £24,000.00
- 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 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