Team Manager - General Complaints

About this role

Were looking for an experienced Team Manager to join our Complaints department. This role is to engage motivate and inspire your team to deliver great customer outcomes.

Our customers are at the heart of everything we do and we value great people so youll spend the majority of your time focused on coaching mentoring and developing your team. Managing their performance against department SLAs and regulations to provide good customer outcomes.

What youll do

• Manage engage and motivate a largely home-based team of 10-11 associates in our Complaints department

• Dedicate 80% of your time to coaching and developing your team

• Identify improvements that will support your team and department progression whilst empowering your team to adopt this mind-set

• Manage the team to deliver against performance metrics with a focus on maintaining performance levels and timescales in line with DISP

• Collaborate with our other Team Managers to deliver shared goals and promote consistent people management and department performance
  

If you have a passion to lead and develop a talented team whilst placing customer experience at the heart of everything you do our Complaints Team Manager role could be for you!

What were looking for

• Previous experience managing a Complaints Team in an FCA regulated environment

• A solid understanding of DISP and other regulatory rules e.g. Data Protection/Vulnerable customers

• 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 demonstrating resilience

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. Wed love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women the LGBTQ community and ethnic minority candidates.

Where and how youll work

This is a permanent position based in our Nottingham office.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

Were big on collaboration and connection so youll be based in our Nottingham office 2 days a week on Mondays (core day) and either Tuesdays Wednesdays or Thursdays.

Many of our associates have flexible working arrangements and were open to talking about an arrangement that works for you.

Whats in it for you

• Bring us all this - and youll 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.

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 its about what you do not just what you say. Thats 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 All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.