Customer Complaints Case Handler

6 months ago

Nottingham, United Kingdom Capital One Full time
Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireCustomer Complaints Case Handler

About this role

Our Complaints Resolution team are the customer advocates at the heart of our operation. They are here to solve problems for customers who need our support, and do this through their critical thinking and understanding of Capital One, and industry-wide policies and processes. 

As a member of the team, you must have a passion for being the voice of our customers and be able to think creatively to influence how we deliver great outcomes.

We encourage ownership and accountability, so we’ll need you to listen to our customers, investigate their concerns and make a well-informed decision on behalf of Capital One. You will be empowered to use your judgment when deciding outcomes and will own the resolution for each of the customers you advocate for. 

What you’ll do

Manage customer complaints from receipt right through to resolution, including a final written response

Understand industry regulation and how this matches with Capital One policies

Support customers and resolve their concerns

Do a thorough investigation to help understand their situation and find a resolution 

Remain customer focused and put them at the centre of every decision 

Signpost customers to additional support resources 

Support our business in improving our processes

What we’re looking for

Expert attention to detail would make you a superstar in this role

Resilience is key Whilst this job is incredibly rewarding, it can be difficult at times

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, both verbal and written

A passion for giving the best advice to every customer you speak to through empathy and advocacy

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.

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've completed training you’ll move onto the Complaints team shift pattern and your hours will be 10:00 to 18:30 Monday to Friday.

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 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.

If you require a reasonable adjustment, please contact < All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

For technical support or questions about Capital One's recruiting process, please send an email to

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