Head of Complaints Process Management

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Head of Complaints Process Management
About this role
Leading our Complaints Process team, you will be responsible for overseeing the effective management, resolution, and improvement of the company's complaints handling process. This role involves managing a team and continuously improving systems and processes to enhance customer outcomes. You will be expected to ensure compliance with legal and regulatory standards and work closely with other departments to drive customer-focused solutions.
The ideal candidate will exhibit strong judgment, influencing, and problem solving skills; who thrives in a fast paced, collaborative environment and is passionate about solving business problems and making better experiences for our customers and operations teams.
What you'll do
Accountable for ensuring the complaints process is well managed, leading a team of process managers to deliver change, solve problems and to identify and deliver opportunities for improvement to the process. You'll partner with the servicing, strategy and product teams to align on key deliverables for the year.
Specifically, you'll be expected to...
Complaints Process Management

• Process Lead for the end-to-end complaints handling process
• Ensure compliance with internal policies, industry regulations, and legal requirements related to complaints handling
• Lead stakeholder engagement efforts and utilise exceptional communication, teamwork and influence skills to foster team alignment and drive process success
• Leading the prioritisation of changes in a key area of Operations to deliver the most business value

Leadership of team

• Lead and coach a team to set the process up for success through effective risk and change management, as well as seeking opportunities for improvement
• Demonstrate leadership skills, building a roadmap to support the Operations team's vision to deliver great outcomes for both our customers and business
• Lead the team to design and drive effective and efficient processes that deliver great outcomes for our customers and business, introducing innovation into the process to deliver consistent and impactful results
• Be a point of escalation within your team to manage any problems to closure within a timely manner

Process Improvement

• Closely partner with cross-functional teams to develop and implement process improvements that reduce the volume of complaints and enhance customer satisfaction
• Structured approach to problem solving focused on defining problems and solutions based on data by using a variety of process management techniques and tools like Visual Management, Business Process Management, root cause analysis and Lean
• Demonstrate excellent process management skills through tracking success metrics and monitoring process performance
• 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

What we're looking for

• Customer-Centric Mindset: Ability to understand customer concerns and advocate for solutions that balance customer needs with business objectives.
• Strong Communication Skills: Excellent written and verbal communication skills, with the ability to interact with customers and stakeholders at all levels.
• Problem Solving: Strong analytical skills to identify and solve issues
• Leadership: Experience in leading a team, setting performance goals, and developing team members.
• Process Improvement: Experience with process optimization and continuous improvement methodologies (e.g., Lean, Six Sigma).
• Preferred: Complaints knowledge in a financial services sector
• Skills: Attention to detail, influencing abilities, sound judgement and decision making with a strong customer focus

Where and how you'll work
This is a permanent position based in our Nottingham office.
We have a hybrid working model, so you'll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays. Monday's and Friday's provide the flexibility to work from the office or home, depending on what suits you best.
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 [email protected] 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 [email protected]
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.