Senior Specialist Support Officer

Whereby; Manchester; Hybrid; GBP 33,000 - 38,000; Full time

Benefits offered by this job

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension

28 days holiday

Annual Learning and Wellbeing Budget

Parental Leave

Cycle to Work

Season Ticket Loan

Therapy sessions

Dog Friendly Offices

Free drinks and snacks

Job summary

Capital on Tap in Manchester is seeking an experienced Specialist Support professional to handle arrears cases. You will manage a caseload of vulnerable, high‑risk, deceased and legal accounts, assess affordability from documents such as bank statements, and agree fair outcomes on time.

You’ll act as the escalation point for agents on live calls, coach colleagues in root-cause analysis and performance, and help drive process improvements and AI‑first tools while balancing 60% direct customer

Qualifications

• Experience in collections or arrears within financial services.
• Ability to escalate complex issues and coach agents.
• High emotional intelligence to support customers in difficult circumstances.
• Ability to interpret financial data and assess affordability.
• Interest in process improvement and AI-first tools.

Responsibilities

• Manage a caseload of vulnerable arrears accounts and agree fair outcomes on time.
• Act as escalation point for live calls to resolve complex queries.
• Coach agents, monitor performance and ensure compliance.
• Identify process improvements and support AI-first initiatives.
• Provide flexible coverage balancing direct support with operational leadership.

Skills

Arrears handling

Escalation management

Emotional intelligence

Financial data interpretation

Process improvement

Job description

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 development opportunities in the Specialist Support team.

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

Shifts - 37.5 hours per week Monday - Friday 9am - 6pm.

About the Team

The Specialist Support Team is pivotal in delivering tailored support to customers in financial arrears who require additional care. We are looking for an experienced subject matter expert adverse in handling complex arrears cases, with the demonstrable ability to lead by example and actively support agents and their development.

What You’ll Be Doing

• Manage a caseload of vulnerable, high-risk, deceased, and legal customer accounts, carefully assessing each person’s situation and reviewing financial documents (like bank statements and income/expenditure forms) to agree fair, workable outcomes on time.
• Act as the go-to escalation point for agents on live calls, resolving complex queries at the point of contact to help reduce complaints.
• Help monitor agent performance, floor productivity, and compliance requirements (e.g. IVR breaches), coaching agents to understand root causes of arrears and build core skills
• Identify process efficiencies, champion "less-click" opportunities, and support departmental and GRIMS initiatives to enhance the customer journey.
• Provide flexible cover across senior peer projects and ensure operational continuity during leave or peak periods, balancing 60% direct customer support with 40% operational leadership.

We’re Looking for

• Demonstrable background supporting vulnerable customers in collections or arrears within Financial Services.
• Comfortable handling real-time escalations, resolving complaints, and guiding team members through complex issues.
• High emotional intelligence to support customers through difficult circumstances while maintaining clear boundaries.
• Able to interpret financial data, assess affordability, and track key operational metrics (KPIs/KRIs).
• Interest in process improvement and AI-first tools, plus the flexibility to collaborate across departments and share project ownership with senior colleagues.

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 £33,000 - £38,000 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 minute virtual interview with the Team Leaders

Other Info

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• Email [e-mail] if you have any questions.