Customer Complaints Case Handler

Capital One; Snelston CP; Hybrid; GBP 27,000; Full time

Job summary

A leading financial services company is looking for a dedicated individual to join their Complaints Resolution team. In this role, you will manage customer complaints, conduct investigations, and advocate for customer needs. Ideal candidates will possess strong communication skills and a passion for customer service. The position offers a salary of £27,000, career progression, and flexible working arrangements, predominantly from home.

Benefits

Pension scheme

Generous holiday entitlement

Private medical insurance

Gym access

Subsidised restaurant

Qualifications

• Great communicator, both over the phone and in writing.
• Passion for providing the best advice to customers.
• Experience in complaints and finance industry is a plus.

Responsibilities

• Manage customer complaints from receipt to resolution.
• Conduct thorough investigations to understand customer situations.
• Signpost customers to additional support resources.

Skills

Communication skills

Empathy

Attention to detail

Resilience

Job description

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, 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! While 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 dealbreaker!

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.
• 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.

What's in it for you

• Salary of £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 workspaces and accessible facilities designed to inspire and support you. Our Nottingham head‑office has a fully‑serviced gym, subsidised restaurant and mindfulness space.

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!

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.

• 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.