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Front Line Manager
Capital One

Full Time
Nottingham


Job ID R81287 Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire At Capital One, were 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. Front Line Manager - Collections As a Front-Line Manager in Risk Operations you will lead, motivate and develop a team of front line associates to deliver the best possible customer experience on every call. We expect you to be the sort of person who loves to empower and inspire your team and we want you to create an environment which encourages self-discovery learning and peer support. Youll need to be flexible to work evenings and weekends as part of a rotating shift pattern to support your team. Here's some of the key responsibilities Leading, motivating and developing a team of 12 associates Coaching individuals and continually improving performance Managing the team to deliver against key performance metrics Identifying trends in knowledge gaps and processes Understanding processes, identifying waste and seeking out future improvements Encouraging a culture of self-development Being part of a fun, professional, engaged department Recognising improvements and ensuring that all associates feel valued Supporting individuals to identify and achieve career goals Fostering great relationships with peers and key business partners such as the process and QA teams to drive up overall standards across the department What experience and skills youll need You should be experienced in leading/coaching teams, preferably within a contact centre environment and understand industry standard coaching models and frameworks. Youll need strong relationship building skills and the ability to lead, embed and influence change in a fast-paced environment. If you have experience doing all this in a financial services or collections environment, well be really excited to hear from you! Heres what else is in it for you 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 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 Find out more through our UK careers site (http://www.capitalonecareers.co.uk/) or by exploring the @IAmCapitalOne Twitter page. Capital One is committed to diversity in the workplace. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommo
 
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