Specialist Customer Support

6 months ago

Nottingham, United Kingdom Capital One - UK Full time

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

Specialist Customer Support

**About this role**

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.

As a member of our Specialist Customer Support Team, you’ll be there to help and support our customers in the best possible way.

Using empathy and strong communication skills, you’ll provide exceptional customer service and educate customers on next steps or signposting for further support. Every customer will have different circumstances so you’ll manage each individual situation to help find a suitable outcome for them.

**What you’ll do**
- Have effective and impactful conversations with our customers
- Understand their individual circumstances and agree on a suitable solution from a range of options that will support them
- Understand industry regulation and how this matches with Capital One policies
- Remain customer focused and put them at the centre of every decision
- Support our customers through a range of challenging and sensitive situations taking into account any vulnerabilities
- Signpost customers to additional support resources
- Use your judgement when assessing the right outcome for the customer

**What we’re looking for**
- A natural problem solver focused on getting the right outcomes for our customers
- Resilience is key Whilst this job is incredibly rewarding, it can be difficult at times, particularly when dealing with sensitive situations our customers may be facing.
- A team player that acts with integrity and treats our customers and associates with respect
- We’d love it if you have first-hand experience within the Finance Industry - but don’t worry if not, as this isn’t a deal breaker
- A great communicator
- A passion for giving the best advice to every customer you speak to through empathy and advocacy

**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. This means, for the period of your training (approximately 12 weeks) and when you first start talking to customers, you will be based in the office. This is 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 your training, 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. It’ll look like this;

Monday to Friday

09:00 to 17:30

11:00 to 19:30

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.

Once you have successfully completed your training, you will transition to predominantly working from home, however you will be required to come into the office for a day every 2 weeks. This will be 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

**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 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. 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

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