About this role

Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives. It's concierge, reimagined for the digital age.

By harnessing 24/7 chat, AI, and mobile payments, we help our customers do more and be more in the digital age. From access to the hottest restaurants to guaranteed upgrades at the world’s finest resorts. Make a custom request through the app and you will be chatting to our team within 1 minute, 24/7/365.

What unites us are the values we share: the relentless pursuit and celebration of excellence, actualizing the full potential of our lives, and impacting the world in a positive way.

Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for.

We are looking for someone passionate about customer experience with strong existing knowledge of what it takes to be the most high-value-add concierge. The ideal candidate will be an energetic, ambitious and determined person who wants to take their career in the customer service and concierge space to the next level

What you’ll do

The Concierge Specialist will communicate with clients, suppliers, and fellow team members to provide best-in-class services. In this role, you will have the ability to demonstrate accurate, up-to-date and comprehensive knowledge about the product, pricing, and benefits of membership. Primary responsibilities may include:

• Assisting clients with concierge needs, which may include booking dining, tours and activities, sourcing luxury goods, and procuring tickets

• Responding to member emails and calls, giving members a demonstration of the product interface and an overview of the membership

• Liasing with suppliers around the world to ensure our clients are receiving the best experiences and service in the market

• Liaising with every part of the business to ensure a swift and effective resolution process and effective handling of member issues

What we’re looking for

We are looking for someone who has a ‘Yes first’ mentality with the ability to adapt and multitask. Ideally you will have general knowledge of high end experiences, luxury goods, and restaurants. We are looking for someone who has experience working with high net worth individuals and clients with an entrepreneurial mindset and problem-solving attitude. You’ll have excellent, clear and effective verbal and written communication skills and experience in a collaborative and transparent environment. You will also have the ability to work in high-pressure environment with tight deadlines

And be open to flexible working hours - available to work on evenings and weekends.

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. 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 work

This is a permanent, remote position

Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.

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

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, 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. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

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

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.