Specialist Customer Support - Live Chat Advisors

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireSpecialist Customer Support - Live Chat AdvisorsAbout this roleAt Capital One, we are dedicated to providing an inclusive environment for our customers. We want our customers to feel comfortable contacting us whatever their circumstances and however they choose.We understand that from time to time, our customers have trouble making payments on their credit card account. This might be due to health issues, job loss or even a deeper vulnerability.As a member of our In App Chat Team, you’ll be there to help and support our customers exclusively via our Capital One app.Using empathy and strong communication skills, you’ll provide exceptional customer service and educate customers on next steps or signposting for further support. Every customer will have different circumstances so you’ll manage each individual situation to help find a suitable outcome for them.What you’ll doHave effective and impactful conversations with our customers via our App chat channelUnderstand their individual circumstances and agree on a suitable solution from a range of options that will support themUnderstand industry regulation and how this matches with Capital One policiesRemain customer focused and put them at the centre of every decisionSupport our customers through a range of challenging and sensitive situations taking into account any vulnerabilitiesSignpost customers to additional support resourcesUse your judgement when assessing the right outcome for the customerWhat we’re looking forExcellent written communication skills, with strong attention to detail as you will be communicating with multiple customers at any one timeBe able to work well under pressure whilst providing customers with clear and accurate information is essentialA natural problem solver focused on getting the right outcomes for our customersResilience is important. Whilst this job is incredibly rewarding, it can be difficult at times, particularly when dealing with sensitive situations our customers may be facingA team player that acts with integrity and treats our customers and associates with respectWe’d love it if you have first-hand experience within the Finance Industry - but don’t worry if not, as this isn’t a deal breaker!A passion for giving the best advice to every customer you speak to through empathy and advocacyPrevious experience working in a live customer service chat role is preferred but not essentialWe are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d 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 you'll workAt Capital One, we invest in your training and development. We recognise that a 'one size fits all' approach to learning is not always the best. We have developed a blended learning and support programme involving in-person, remote and self learning. This means, for the period of your training (approximately 10 weeks) and when you first start talking to customers, you will be based in the office. This is hugely beneficial to your development in the role but it will also allow you to learn more about our culture and create in-person relationships with your peers.During your training, your working hours will be 09:00 to 17:30 Monday to Friday.Once you have completed training you’ll move onto a shift pattern. It’ll look like this;Monday to Friday 09:00 - 17:30However this might change in the future to expanded hoursOnce you have successfully completed your training, you will transition to predominantly working from home, however you will be required to come into the office for a day every 2 weeks. This will be for team building, collaboration and the opportunity to meet and spend time with your colleagues face to face. However, if you want to work from the office more, you can!What’s in it for youSalary of £24,000.00We 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, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leaveOpen-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant and mindfulness space.What you should know about how we recruitWe 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 alliesOutFront – to provide LGBTQ+ support for all associatesMind Your Mind – signposting support and promoting positive mental wellbeing for allWomen in Tech – promoting an inclusive environment in techEmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industryCapital One is committed to diversity in the workplace.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.For technical support or questions about Capital One's recruiting process, please send an email to ##### One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.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).Capital One is committed to diversity in the workplace.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.For technical support or questions about Capital One's recruiting process, please send an email to ##### One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.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).Who We AreAt 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.
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