Specialist Support Officer - Vulnerable Customers

Capital on Tap Manchester, United Kingdom

We're Capital on Tap Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world, and our goal is to help 1 million small businesses by 2030.

Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

This is a Hybrid role, with the Specialist Support team working from our Manchester City Centre Offices 3 days per week. Hours are 37.5hrs a week, Monday - Friday, between 9am-6pm.

What You'll Be Doing

• Providing specialist support to vulnerable customers, including conducting vulnerability assessments and reviewing customer accounts.
• Managing complex cases and tracking trends to develop strategies for better assistance.
• Handling escalated inbound calls from vulnerable customers in arrears.
• Managing your own portfolio of vulnerable customers.
• Meeting SLAs and implementing TCF principles.
• Collaborating with other departments within Capital on Tap.
• Reviewing hardship documentation such as bank statements and I&Es.

We're Looking For

• Experience dealing with vulnerable customers in a telephony-based role.
• Collections experience is ideally suited.
• Ability to demonstrate empathy during challenging situations.
• Strong information gathering skills for optimal outcomes.
• Excellent time management and ability to work under tight deadlines.
• Flexibility to prioritize and adapt to new cases.
• Data-driven approach to reaching customers efficiently.

Diversity & Inclusion

We welcome, consider, and encourage applications from anyone committed to inclusivity. Join us in creating a space where authenticity thrives and everyone can do their best work.

Great Work Deserves Great Perks

Starting salary £27,000 - £34,000 depending on experience.
Annual performance-based pay review.
Private healthcare including dental and optical services through Vitality.
Worldwide travel insurance through Vitality.
Anniversary rewards (£250, £500, £750, and a 4-week fully paid sabbatical).
Salary sacrifice pension scheme up to 7% match.
28 days holiday plus bank holidays.
Annual learning and wellbeing budget.
Enhanced parental leave.
Cycle to work scheme.
Season ticket loan.
Six free therapy sessions per year.
Dog-friendly offices.
Free drinks and snacks in our offices.

Other Useful Info

Interview process:
- First stage: 30-minute intro and values call with Talent Partner (video call).
- Final stage: 60-minute experience and team fit interview with the team lead and team members (in-person).

Additional Information

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Email careers@capitalontap.com with questions.
Excited to work here? Apply now! We aim to respond within 3 working days (up to 5 during busy periods).

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