Collections Officer - Vulnerable Customer Team Manchester

Capital on Tap; Manchester; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Private healthcare (Vitality)

Worldwide travel insurance (Vitality)

Annual learning & wellbeing budget

Cycle to Work Scheme

6 free therapy sessions per year

Salary sacrifice pension (up to 7%/emx

28 days holiday plus bank holidays

Dog-friendly offices

Anniversary rewards

Job summary

Capital on Tap is seeking a Collections Officer for the Vulnerable Customer Team in Manchester. You will handle escalated calls from customers in financial difficulty, manage a portfolio of vulnerable clients, and work to meet metrics while upholding Treating Customers Fairly principles.

This role offers a 37.5-hour week with a hybrid pattern: 3 days in the office and 2 from home, initially fully office-based for the first 3 months.

Qualifications

• Experience working in a financial vulnerability support role.
• Background in a contact centre environment with strong verbal and written communication.
• Ability to demonstrate resilience and proactive mindset.
• Knowledge of collections and arrears.
• Strong time management and workload prioritisation.

Responsibilities

• Take escalated inbound calls from vulnerable customers in arrears.
• Manage your own portfolio of vulnerable customers with excellent service.
• Meet key metrics and apply the Treating Customers Fairly principles.
• Collaborate with other departments to ensure a seamless customer experience.
• Review documents such as bank statements and income/expenditure forms.

Skills

Vulnerability support

Contact centre experience

Strong communication

Resilience

Time management

Job description

Collections Officer - Vulnerable Customer Team

Manchester

We’re 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!

Manchester | 3 days in office, 2 from home (Fully office-based for the first 3 months)

Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm.

About the Team

As a Collections 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.

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.

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.

• 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.
• Strong time management with the capacity to effectively prioritise and manage your workload.

Diversity & Inclusion

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
• Dog Friendly Offices
• Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Interview Process

First stage: 30 minutes intro and values call with Talent Partner (Video call)
Final stage: 60 minutes experience and team fit interview with the team lead and a few members of the team (In-person)