Specialist Support Officer - Vulnerable Customers New Manchester

Capital On Tap; Manchester; Hybrid; GBP 27,000 - 34,000; Full time

Job summary

A leading fintech company in Manchester seeks a Vulnerability Officer to provide essential support to customers facing financial challenges. In this hybrid role, you'll manage complex cases and conduct vulnerability assessments while being part of a supportive team. Join us to drive positive outcomes for our vulnerable clients and make a meaningful impact.

Benefits

Private Healthcare

Annual Pay Review

28 Days Holiday

Wellness Budget

Cycle to Work Scheme

Dog Friendly Offices

Free Snacks

Qualifications

• Experience in telephony-based roles assisting vulnerable customers.
• Ability to manage complex customer cases and demonstrate empathy.
• Competence in conducting vulnerability assessments.

Responsibilities

• Conduct vulnerability assessments and manage cases of vulnerable customers.
• Take escalated inbound calls and manage a portfolio of vulnerable customers.
• Work closely with other departments and review hardship documentation.

Skills

Empathy

Time Management

Flexibility

Data Analysis

Job description

Manchester

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 Manchester City Centre Offices 3 days per week. Hours are 37.5hrs a week, Monday - Friday between 9am-6pm.

What You’ll Be DoingYou'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
• 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 & InclusionWe 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.
Check out our benefits:

Starting salary £27,000 - £34,000 Depending on experience
Annual pay review based on performance
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 .
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.)

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At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

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