Senior Specialist Support Officer (Vulnerable Customers)

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

Job summary

A growing financial services company in Cardiff seeks a Vulnerability Officer to support customers needing additional care. The role involves conducting vulnerability assessments and managing cases with empathy. Ideal candidates will have experience in dealing with vulnerable customers and the ability to meet deadlines. The position offers a starting salary between £27,000 and £34,000 along with various benefits.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday

Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Free therapy sessions

Dog Friendly Offices

Free drinks and snacks

Qualifications

• Experience dealing with vulnerable customers in a telephony-based role.
• Collections experience ideally.
• Ability to gather information to provide the best outcome.

Responsibilities

• Conduct vulnerability assessments.
• Manage a portfolio of vulnerable customers.
• Meet SLAs and implement TCF principles.

Skills

Experience dealing with vulnerable customers

Empathy

Time management

Data gathering

Flexibility

Job description

Cardiff

We’re Capital on Tap 👋

💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all‑in‑one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?

We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

🏡🏢This is a Hybrid role, the Specialist Support team works from our Cardiff City Centre Offices 3 days per week. Hours are Monday – Friday 9am‑6pm.

What You’ll Be Doing

You’ll be doing important work as a Vulnerability Officer, providing specialist support to customers who need extra care and attention. You'll conduct vulnerability assessments, review customer accounts, and ensure that our vulnerable customers are treated with the utmost care and respect. This role involves managing complex cases, tracking trends, and developing strategies to better assist customers in arrears.

• ✨Taking escalated inbound calls from vulnerable customers in arrears.
• ✨Manage your own portfolio of Vulnerable customers.
• ✨Meeting SLAs and implementing TCF principles.
• ✨Reviewing and conducting vulnerability assessments.
• ✨Working closely with other departments within Capital on Tap.
• ✨In‑depth reviews of hardships documentation – Bank statements and I&Es.

We’re Looking For

• ✨Experience dealing with vulnerable customers in a telephony‑based role.
• ✨Collections experience ideally.
• ✨Ability to demonstrate empathy to our customers in hard times.
• ✨Ability to gather information to provide the best outcome.
• ✨Ability to manage your time and work to tight deadlines.
• ✨You can prioritise your work and be flexible with new cases that arise.
• ✨You use data to reach the best customers quickly.

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

• 💷 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.

Other Useful Info

🤝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).

Excited to work here? Apply!

If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)