Senior Customer Service Advisor

Posted 4 April by Capital One Featured

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.

Senior Customer Service Advisor

Are you looking for a role where you can make a positive impact on our Customer Experience?

Do you want to work for a company that is motivated to look after its people?

Are you passionate about resolving conflicts whilst providing exceptional Customer Service?

So, what would I be doing?

You will work as part of a team, reporting to your Front Line Manager, handling customer complaints from receipt through to resolution using a variety of channels. Using your strong communication skills, you will be deliver messages in a clear, concise and fact based manner, whilst using your customer service and empathetic approach, to calm the situation and focus on a solution.

As a Senior Customer Service Advisor you will:

  • answer inbound calls from customers
  • investigate each case thoroughly to understand what has happened
  • use the information from the customer to help understand their concerns and offer a proactive solution

This role is focused on ensuring that when the customer finishes their call with you, they will be your advocate and an advocate for Capital One. Every interaction is an opportunity to provide a fair and reasonable outcome for the customer, improve our processes, and reduce the risk of the same thing happening again.

You need to be this kind of person….

  • An excellent communicator, both verbal and written
  • Passionate about great Customer Service
  • Able to learn quickly in a fast-paced environment and able to remain calm under pressure.
  • Resilient - dealing with Complaints everyday can be challenging but the rewards are great!
  • Proactive about your own development and learning

What will we offer you?

A great team environment, fantastic workspace with games rooms, gym and onsite restaurant and of course we’ll make sure you're handsomely rewarded.

As well as an annual salary of £17,940 (with potential to increase to £19,260 within 12 months of joining) you can look forward to the bonus scheme, pension scheme, generous holiday entitlement and private medical insurance. We also offer to a host of other useful and flexible benefits.

Working hours

During training (approximately 8-12 weeks) working hours are 9-5:30pm Monday to Friday.

Once fully trained the team work some earlier starts (8am to 4:30pm) and some later starts (10am to 6:30pm) Monday to Friday.

Next steps

We are recruiting several positions into the Complaints Resolution Team to start training on the 11th June.

We will be running assessment days at the end of April/beginning of May.

The next stage in the process is online testing then a telephone interview to determine whether or not you are successful in being invited to an assessment day.

Reference: 34820836

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