Specialist Customer Support

Capital One; Nottingham; On-site; GBP 27,000; Full time

Job summary

A leading financial services company in Nottingham is hiring for its Specialist Customer Support Team. The role focuses on assisting customers facing payment difficulties due to various circumstances. Candidates will need strong communication skills and the ability to manage sensitive situations with care and empathy. This position offers substantial opportunities for personal and professional growth.

Benefits

Salary of £27,000

Opportunities for career progression

Access to pension and medical insurance

Flexible benefits like season-ticket loans

Modern workplace with gym and restaurant

Qualifications

• Experience in customer service or finance is preferred but not essential.
• Strong focus on empathy and problem-solving skills.

Responsibilities

• Engage with customers to assess situations and provide appropriate solutions.
• Educate customers on alternative support resources and options available.

Skills

Empathy

Problem Solving

Communication

Resilience

Job description

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About this role

From time to time, our customers have trouble making payments on their credit card account. This might be due to health issues, job loss or even a deeper vulnerability.

As a member of our Specialist Customer Support Team, you’ll be there to help and support our customers in the best possible way.

Using empathy and strong communication skills, you’ll provide exceptional customer service and educate customers on next steps or signposting for further support. Every customer will have different circumstances so you’ll manage each individual situation to help find a suitable outcome for them.

What you’ll do

• Have effective and impactful conversations with our customers
• Understand their individual circumstances and agree on a suitable solution from a range of options that will support them
• Understand industry regulation and how this matches with Capital One policies
• Remain customer focused and put them at the centre of every decision
• Support our customers through a range of challenging and sensitive situations taking into account any vulnerabilities
• Signpost customers to additional support resources
• Use your judgement when assessing the right outcome for the customer

What we’re looking for

• A natural problem solver focused on getting the right outcomes for our customers
• Resilience is key! Whilst this job is incredibly rewarding, it can be difficult at times, particularly when dealing with sensitive situations our customers may be facing.
• A team player that acts with integrity and treats our customers and colleagues with respect
• Experience within the Finance Industry is a plus but not essential
• A passion for giving the best advice to every customer 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 recognize 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. During your approximately 12-week training period and initial customer interactions, you will be based in the office. This helps your development and allows you to learn about our culture and build relationships with peers.

During training, your working hours will be 09:00 to 17:30, Monday to Friday.

Post-training, you'll follow a rotating shift pattern, including early, mid, and late shifts, and work every Saturday with Sundays off and an additional day off during the week. You will transition to mostly remote work but will need to come to the office biweekly for team building and collaboration. More office days are optional.

What’s in it for you

• Salary of £27,000.00
• Opportunities for career progression through Capital One University and external training providers
• Access to benefits including pension, holidays, private medical insurance, and flexible benefits like season-ticket loans, cycle-to-work scheme, and parental leave
• Modern workspaces and facilities, including a gym, subsidized restaurant, and mindfulness space at our Nottingham head office

How we recruit

We pride ourselves on hiring diverse talent. We partner with organizations like Women in Finance, Race At Work, Stonewall, and upReach to promote inclusion. We encourage applications from underrepresented groups, including women, LGBTQ+ individuals, and ethnic minorities.

Internal networks include REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER, supporting community and development for our employees.

Capital One is committed to diversity and inclusion. If you require a reasonable adjustment, please contact us. All information will be kept confidential and used solely for this purpose.