Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireCustomer Complaints Case HandlerSalary of £27,000About this role Our Complaints Resolution team are the customer advocates at the heart of our operation. They are here to solve problems for customers who need our support, and do this through their critical thinking and understanding of Capital One, and industry-wide policies and processes. As a member of the team, you must have a passion for being the voice of our customers and be able to think creatively to influence how we deliver great outcomes. We encourage ownership and accountability, so we''ll need you to listen to our customers, investigate their concerns and make a well-informed decision on behalf of Capital One. You will be empowered to use your judgment when deciding outcomes and will own the resolution for each of the customers you advocate for. What you''ll do Manage customer complaints from receipt right through to resolution, both in voice and written communications Understand industry regulation and how this matches with Capital One policies Support customers and resolve their concerns Do a thorough investigation to help understand their situation and find a resolution Remain customer focused and put them at the centre of every decision Signpost customers to additional support resources Support our business in improving our processes What we''re looking for Expert attention to detail would make you a superstar in this role Resi