About this Role
Mission Control is our operations workforce management team. The team supports the business in delivering the best possible service results for all customer facing operational areas by managing the delivery of global service against key service targets.
You’ll be part of a team who are a key point of contact for various departments in the business. You'll investigate impacts on service, mitigate service breaches and manage communications across the customer facing agent population as well as escalating issues when required to senior stakeholders.
What you'll do
Real Time Service Management
Analysis of key service related data to enable the delivery of timely and accurate service updates
Real time resource movement between lines of business and departments
Escalation of service impacting issues
Management of schedule adherence against staffing plans
Management of UK based agent schedules including producing staffing plans, keying in scheduled time out and sickness
Manage communications to the customer facing agent population
Triage, raising and escalation of any multiple user impacting technical issues
What we’re looking for
Flexible and adaptable, with the ability to work on your own initiative
An effective communicator
Comfortable with prioritising tasks
Knowledge of contact centres
Previous experience in service delivery within an operational environment is desirable
Where and how you'll work
This is a permanent position and will be based in our Nottingham office. We have a hybrid working model which gives you flexibility to work from our offices and from home. We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.
Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.
Operational hours for the team are Monday to Friday between 07:30 and 19:30 but usually you can expect to cover one early shift and one late shift per week, the other days are flexible.
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, 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 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
Capital One is committed to diversity in the workplace.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
Capital 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).