Empathetic Collections Specialist — Vulnerable Customers

Capital on Tap; Manchester; Híbrido; GBP 27.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Vulnerability support

Contact centre experience

Strong communication

Resilience

Time management

Descripción del empleo

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.