About this role
Our customers are at the heart of everything we do. So we’re looking for someone to join us as a Front Line 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.
What you’ll do
Manage, engage and motivate a home-based team of 12-13 associates in our Complaints department
Dedicate 80% of your time to coaching and developing your team
Identify improvements that will support your area's progression, whilst empowering your team to adopt this mind-set
Manage the team to deliver against performance metrics, with focus on maintaining performance levels
Collaborate with other Front Line Managers to deliver shared goals and promote consistent people management
If you have a passion to lead and develop a talented team, whilst placing customer experience at the heart of everything you do, our Front Line Manager role could be for you!
What we’re looking for
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
A great communicator who is able to build trusted relationships with their team and stakeholders within the business
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
Where and how you'll work
This is a permanent position and will be based in our Nottingham offices. Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.
We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.
The number of days you spend in the office will usually be led by the type of work you’re doing, and the hybrid working patterns of the people you partner most closely with.
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
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.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
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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).
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