Capital One Complaints Continuous Improvement Manager in Nottingham, United Kingdom

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

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.

Complaints Continuous Improvement Manager

The Complaints Continuous Improvement Manager is a key role in the Customer Service Experience Team and will manage a small team that delivers on our governance reporting structure for complaint management and insight generation.

Working closely with the Customer Experience Manager, you will ensure we have the right listening posts in place to accurately and consistently monitor customer perceptions and feedback to spot customer pain points, identify experience improvements and monitor the impact of service transformations on behalf of the business.

What will you do?

  • Responsible for delivering a Complaints RCA governance structure that’s robust and well managed in meeting the FCA’s requirements for identifying systemic issues leading to complaints and customer dissatisfaction

  • Lead a small team that focuses on the Complaints RCA governance cycle including: producing reports aimed at a senior audience and identifying opportunities to integrate multiple data sources where this enhances customer insight generation

  • Maintain effective relationships across the business to ensure you have the relevant business context to apply to complaint volumes and remediation

  • Lead your team to deliver bespoke deep dive projects that result in rigorous and detailed recommendations for improving customer experience, reducing complaints, identifying potential operational efficiencies and support Capital One’s digital agenda

  • Work with the Senior Director and Manager in Customer Service Experience to develop the insight sharing capabilities and activities of the team, expanding our offering to the wider business

  • Develop complaints reporting, working closely with Analysts in Operations to provide tools and information that drive focus on the issues within complaints and lead to remediation activity to address root causes

  • Support the Complaints department on projects focused on regulatory changes to complaints handling, ensuring that requirements for complaints reporting to the FCA are well understood and accounted for

  • Engage with the industry to understand the developing landscape in relation to complaints handling and reporting, acting as Capital One’s voice and representative in those forums

What will you bring?

  • Great stakeholder management skills and ability to work collaboratively across functions to drive the customer agenda

  • An enquiring mind and ability to spot trends

  • Good analytical skills and confident working with data

  • An effective communicator and leader of teams

  • Self-motivated and able to work autonomously

Do you also have....

  • Experience influencing decision making across business units or functional teams

  • Demonstrably strong written and verbal communication skills

  • Proficiency in Microsoft Excel and Microsoft PowerPoint

  • Fantastic interpersonal skills and the ability to work well in cross functional teams

Capital One is committed to diversity in the workplace.

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All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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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).