Customer Complaints Case Handler 113 views

Job ID R173879

Location: Nottingham

To apply for this role, you need to be based in the United Kingdom and be able to commute into the Nottingham office 1 day every 2 weeks on set and scheduled days*


About this role

We’re recruiting now for a start date of 13th November so you’ll need to be available to start on that day.

At Capital One, we strive to get things right 100% of the time but inevitably, there are times when our customers are dissatisfied with the service or outcome they’ve received. And that’s where you come in. This is a phone based role, you’ll listen to our customers’ concerns, understand their situation and then do everything possible to put things right. It’s important you follow regulatory expectations in all customer interactions.


What you’ll do

  • Manage customer complaints from receipt right through to resolution
  • Understand industry regulation and how this matches with Capital One policies
  • Support customers and resolve their concerns as quickly as you can
  • Do a thorough investigation to help understand their situation and find a resolution
  • Support our business in improving our processes

What we’re looking for

  • Great communication skills; can you explain sometimes challenging information to our customers?
  • A passion to want to give the best service to every customer you 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

We’re holding assessment days in the morning and afternoon of Tuesday 19th September and Tuesday 26th September where you’ll get the opportunity to see our amazing offices on a building tour, find out more about the role and have an individual interview. You’ll need to be available to attend one of these in person sessions to be considered for the role.


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

Our front line agent roles are primarily remote – based at home with 1 set and scheduled day every 2 weeks 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 12 weeks), your working hours will be 09:00 to 17:30 Monday to Friday. Once you’ve completed training you’ll move onto the Complaints shift pattern and your hours will be 10:00 to 18:30 Monday to Friday, to begin with.


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, mindfulness and music rooms.

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 ukrecruitment@capitalone.com  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 Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).


Who We Are

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

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