FOS / Executive Complaints Team Manager

Our customers are at the heart of everything we do. So we're looking for someone to join us as a Team Manager to engage, motivate, and inspire their team to deliver great customer experiences. We value great people, so you'll spend the majority of your time focused on coaching and developing your team, whilst managing their performance against department metrics. In addition, you'll be responsible for the day to day running, and point of contact with FOS who's relationship with Capital One is extremely important.

What you'll do

• Lead, engage and motivate a home-based team of 10-12 associates in completing high quality FOS case work


• Managing and addressing complaints/customer who contact Senior Leadership team including CEO complaints


• Support and manage the external FOS relationship, being the representing Capital one as point of contact for the FOS Operational contact.


• Be the point of contact and SME for FOS decisions; supporting the team with challenging cases where the outcome isn't always obvious or where escalation to an Ombudsman is required


• Liaise with the wider stakeholder group to share best practice, themes and trends and encourage positive process changes particularly around FOS learnings


• Coach and develop your team to achieve consistent progression and mindset within the team; challenging the team to get to the core of any errors or improvements in collaborative group discussions


• Identify improvements that will support your area's progression, whilst empowering your team to adopt this mind-set


• Collaborate with other Team Managers to deliver shared goals and promote consistent people management


• Manage the team to deliver against performance metrics with focus on maintaining high performance levels


• Be able to manipulate data and review trends; identifying waste & future improvements that will support the area's development, including feedback to stakeholders and monthly reporting up to Director level


• Keep up to date/horizon scanning regulatory guidance, wider industry and FOS trends for consideration responded/ supporting with complaints from the ICO/ Legal team and highlighting new emerging trends seen at FOS


• Support Social Media Servicing channels and be a point of contact for the wider Brand team


If you have a passion to lead and develop a talented team, whilst placing customer experience at the heart of everything you do, our FOS/ Executive Complaints Team Manager role could be for you!, 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
  
  Strong regulatory knowledge and understanding of external bodies, including FOS, ICO and FCA


• A great communicator who is able to build trusted relationships with their team, and Director level stakeholders within the business and also externally when representing Capital One


• Previous experience managing a team in either a remote or office based contact centre environment


• Experience coaching a team to improve performance against KPIs and understand recognised coaching models


• Ability to identify and recommend solutions to improve processes and operational practice


• Managing your own workload whilst balancing the needs of your team and are resilient through periods of high workload
  
  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.

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.

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.