Empathetic Vulnerable Customer Support Specialist

Doist; Cardiff; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Private healthcare

Travel insurance

Anniversary rewards

Pension scheme

Holidays 28 days

Wellbeing budget

Parental leave

Cycle to work

Season ticket loan

Therapy sessions

Dog-friendly offices

Free snacks

Job summary

Capital on Tap is hiring a Vulnerable Customer Support Officer in Cardiff. The role involves taking escalated inbound calls from customers in financial difficulty, managing a portfolio of vulnerable clients and delivering empathetic, fair service.

You’ll review documents and collaborate with teams to ensure a seamless customer experience. We offer a hybrid schedule—3 days in the office, 2 from home—with a 37.5-hour week and a comprehensive benefits package designed to support wellbeing and

Qualifications

• Experience in financial vulnerability support and arrears.
• Background in a contact centre with strong verbal and written communication.
• Resilient and proactive problem-solving mindset.
• Good time management and workload prioritisation.

Responsibilities

• Take escalated inbound calls from vulnerable customers in financial arrears.
• Manage a portfolio of vulnerable customers delivering outstanding support.
• Meet key metrics and adhere to treating customers fairly.
• Collaborate with other departments to ensure a seamless customer experience.
• Review documentation such as bank statements and income/expenditure forms.

Skills

Communication skills

Resilience

Proactive mindset

Time management

Financial vulnerability knowledge

Job description

Capital on Tap is hiring a Vulnerable Customer Support Officer in Cardiff. The role involves taking escalated inbound calls from customers in financial difficulty, managing a portfolio of vulnerable clients and delivering empathetic, fair service.

You’ll review documents and collaborate with teams to ensure a seamless customer experience. We offer a hybrid schedule—3 days in the office, 2 from home—with a 37.5-hour week and a comprehensive benefits package designed to support wellbeing and