Specialist Support Officer - Vulnerable Customers

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

Job summary

A growing fintech company in Cardiff is seeking a Vulnerability Officer to provide essential support for vulnerable customers. This hybrid role involves conducting assessments, managing cases, and ensuring customers receive proper care. Ideal candidates will have experience in handling vulnerable clients, a strong empathetic approach, and a capacity to work under pressure. A competitive salary and excellent perks are offered.

Benefits

Starting salary £27,000 – £34,000

Private Healthcare through Vitality

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

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

Responsibilities

• Provide specialist support to vulnerable customers.
• Conduct vulnerability assessments and review customer accounts.
• Manage complex cases and track trends.
• Take escalated calls from vulnerable customers in arrears.
• Manage a portfolio of vulnerable customers.

Skills

Experience dealing with vulnerable customers in a telephony-based role

Collections experience

Ability to demonstrate empathy

Ability to gather information

Ability to manage time and meet deadlines

Prioritization skills

Data-driven decision making

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.)