Vulnerable Customer Support Officer

Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm. Specialist Support Team As a Vulnerable Customer Support Officer on our Specialist Support team, you'll play a vital role in delivering tailored support to customers who require additional care. You'll carry out detailed vulnerability assessments, review customer accounts, and ensure every individual is treated with empathy, dignity, and respect. The role involves managing complex cases, identifying emerging trends, and contributing to strategies that enhance support for customers in arrears. We encourage applicants to carefully consider the nature of this role, as it involves handling sensitive conversations that may be emotionally challenging at times. We kindly ask that you apply only if you feel comfortable managing these types of discussions in a professional and supportive manner. What You'll Be Doing

• Taking escalated inbound calls from vulnerable customers who are experiencing financial difficulty and are in financial arrears.
• Managing your own portfolio of vulnerable customers, providing outstanding support and service to best assist our customers.
• Using your knowledge and expertise to ensure you meet key metrics and treating customers fairly principles.
• Working collaboratively with other departments in Capital on Tap to provide a seamless customer experience.
• Conduct thorough reviews of required documentation, such as bank statements and income and expenditure forms.
  
  Experience working in a financial vulnerability support role as well as experience in handling collections and arrears.
• A background in a contact centre environment, with strong verbal and written communication skills.
• The ability to demonstrate resilience and a proactive mindset, with the confidence to take initiative and solve problems effectively.
• A good knowledge and understanding of collections and arrears is desirable.
• Strong time management with the capacity to effectively prioritise and manage your workload.
  
  We're Capital on Tap
Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. 1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We've done a pretty good job so far, but we're just getting started! Check out the in the Specialist Support team.

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work. Great Work Deserves Great Perks We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits: Starting salary £27,000 - £34,000 Depending on experience Private Healthcare including dental and opticians services through Vitality ️ Worldwide travel insurance through Vitality Anniversary Rewards (£250, £500, £750, 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 6 free therapy sessions per year