Customer Complaints Case Handler

Customer Complaints Case Handler

Capital One

Salary: £27,000.

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.

• Manage customer complaints from receipt right through to resolution, both in voice and written communications
• 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

• 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 complaints and the Finance Industry - but don’t worry if not, as this isn’t a deal breaker!
• Experience
• A great communicator, both telephony and in writing detailed final responses that are clear, not misleading and easy to digest.
• A passion for giving the best advice to every customer you interact with through empathy and advocacy

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, the training will be a mixture of office based and remote learning.

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 a Complaints team shift pattern working a shift within our opening hours between the hours of 8:30 & 18:30.

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!

• Salary: £27,000.00
• 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 work spaces and accessible facilities designed to inspire and support you. Our Nottingham head‑office has a fully‑serviced gym, subsidised restaurant and mindfulness space.

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:…