Complaints Contact Centre Process Lead

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire Complaints Contact Centre Process Lead

About this role

We’re looking for an experienced Process Manager to lead our Complaint process team. We need someone who can own and manage the risks against the process, understand impacts of change and seek opportunities to drive continuous improvement. You’ll need to be able to own and design existing processes not only to deliver great outcomes for our customers, but also to uncover and drive new and impactful opportunities. Above all else, you’ll need to be passionate about solving business problems and making better experiences for our customers and operations teams.

What you’ll do

You’ll delve into complex data and process improvement methodologies and manage a team to ensure the process is well managed through:

• Leading and coaching a team to set the process up for success through effective risk and change management, as well as seeking opportunities for improvement.

• Maintain process documentation for the complaint process including call flows

• Being a point of escalation within your team to manage any issues and events to closure within a timely manner

• Designing effective and efficient processes that deliver great outcomes for our customers and business

• End-to-end analysis of processes through the eye of the business, customers and other key stakeholders, introducing innovation into the process to deliver consistent and impactful results

• Demonstrating excellent process management skills through tracking success metrics and monitoring process performance

• Leading the prioritisation of changes in a key area of Operations to deliver the most business value

• Demonstrating leadership skills and supporting the Operations team’s vision, to deliver great outcomes for both our customers and business

• Constantly develop your personal tool-kit of process improvement techniques, and actively share learnings across the team

• Be a key stakeholder to, or take the lead for Operations, on projects by partnering with Technology, suppliers or the wider business stakeholders to ensure processes are efficient and focus on key business objectives

• Ensuring that processes are compliant with regulations, risks are identified and managed, alongside ensuring documentation is relevant and updated

What we’re looking for

• Experience in leading a process or delivery complaints team in Financial Services

• Strong inbuilt analytical mindset, a high level of numerical ability which enables you to quickly spot trends and opportunities in raw data

• Great attention to detail to understand key operational processes, systems and technology

• Preferable to have experience of using LEAN or Six Sigma methodology and the ability to coach others

• Experience with Risk Management

• Ability to lead others, either directly as line manager or indirectly

• Ability to work cross-functionally with lots of stakeholders to drive critical business decisions

• A drive for continued learning through training opportunities and knowledge sharing to develop innovative solutions.

• A good decision maker, able to bring a healthy, balanced approach to business with a strong customer focus

• Experience in a Contact Centre environment preferable

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

This is a permanent position based in our Nottingham offices.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• 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, bonus, 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. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

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.

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.