Principal Complaints Manager

3 weeks ago


Nottingham, Nottingham, United Kingdom Capital One (Europe) plc Full time

Capital One (Europe) plc is a dynamic and innovative financial institution, dedicated to providing exceptional customer experiences through cutting-edge technology and personalized services. We are currently seeking an accomplished professional to fill the position of Service Delivery Director, responsible for overseeing the Complaints department and driving operational excellence throughout the organization.

As a key leader in the Complaints department, you will be accountable for:

  • Developing and implementing strategies to enhance customer satisfaction, reduce complaints, and improve overall service quality.
  • Leading cross-functional teams to achieve key performance indicators (KPIs) and drive business growth.
  • Collaborating with stakeholders to identify areas for improvement and implement effective solutions.
  • Managing budgets, resources, and project timelines to ensure efficient service delivery.
  • Fostering a culture of innovation, continuous learning, and employee development.

We seek a visionary leader with a proven track record in service delivery, team management, and process improvement. Your expertise in utilizing data to inform strategic decisions and leveraging technology to enhance customer experiences will be valuable assets in this role.

This is a permanent position based in Nottingham offices, with a hybrid working model offering flexibility to work from home or the office. We offer attractive salaries, comprehensive benefits packages, and opportunities for growth and development.

We estimate the salary for this role to be around £65,000 - £85,000 per annum, depending on experience and qualifications. If you are a driven and ambitious individual with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity.



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