Customer Complaints Case Handler

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

Customer Complaints Case Handler

***This role has a scheduled start date of 26th September**

**About this role**

You’ll be part of our dedicated Complaints Resolution team and you’ll manage customer complaints from receipt right through to resolution, using a variety of channels. You’ll have strong communication skills and talk to our customers in a clear and fair way, in line with regulatory expectations all whilst being empathetic to each individual customer circumstance. Reaching a fair outcome for our customers is our top priority.

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

**What we’re looking for**
- Great communication skills; can you explain sometimes challenging information to our customers?
- Passionate people who want to give the best service to every customer they 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

**Where and how you'll work**

Our front line agent roles are remote - based at home with 2 days per month 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 7 weeks), your working hours will be 09:00 - 17:30 Monday to Friday. Once fully trained your hours will be 10am to 6:30pm Monday to Friday.

**What’s in it for you**
- Salary of £23,000.00
- 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 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 allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.

Capital One does not provide, endorse nor guarantee and is not liable for third-party