Impact-Driven Collections Specialist – Vulnerable Customers

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

Benefits offered by this job

Starting salary £27,000 - £34,000

Private Healthcare including dental

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension

28 days holiday

Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Therapy sessions

Dog Friendly Offices

Free drinks and snacks

Job summary

Capital on Tap in Cardiff is seeking a Collections Officer to join our Specialist Support team. You will handle vulnerable customers in arrears with empathy and professionalism, conducting detailed reviews of accounts and documentation to tailor support.

You will work 37.5 hours per week, with 3 days in the office and 2 from home, starting fully office-based for the first 3 months, and collaborate with other departments to drive fair outcomes and strong customer outcomes.

Qualifications

• Experience in financial vulnerability support and handling collections and arrears.
• Background in a contact centre with strong verbal and written communication.
• Demonstrate resilience and a proactive mindset, with the confidence to take initiative and solve problems.
• Good knowledge and understanding of collections and arrears.
• Strong time management with the capacity to prioritise and manage workload.

Responsibilities

• Taking escalated inbound calls from vulnerable customers who are in financial arrears.
• Managing your own portfolio of vulnerable customers, providing outstanding support and service.
• Using your knowledge to meet key metrics and applying the 'treating customers fairly' principles.
• Working collaboratively with other departments to provide a seamless customer experience.
• Conduct thorough reviews of required documentation, such as bank statements and income/expenditure forms.

Skills

Financial vulnerability support

Collections and arrears experience

Contact centre experience

Verbal and written communication

Resilience and proactive mindset

Time management

Job description

Capital on Tap in Cardiff is seeking a Collections Officer to join our Specialist Support team. You will handle vulnerable customers in arrears with empathy and professionalism, conducting detailed reviews of accounts and documentation to tailor support.

You will work 37.5 hours per week, with 3 days in the office and 2 from home, starting fully office-based for the first 3 months, and collaborate with other departments to drive fair outcomes and strong customer outcomes.