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- Tasks: Support vulnerable customers, manage cases, and collaborate with teams to improve outcomes.
- Company: Join Capital on Tap, a fintech helping small businesses thrive globally.
- Benefits: Enjoy hybrid work, private healthcare, sabbaticals, and a fun office vibe with perks.
- Why this job: Make a real impact while developing your skills in a supportive, inclusive environment.
- Qualifications: Experience with vulnerable customers and strong empathy are essential; collections experience is a plus.
- Other info: Flexible hours, dog-friendly offices, and a commitment to diversity and inclusion.
The predicted salary is between 22000 - 28000 £ per year.
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. Check out the development opportunities in the Specialist Support team. 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
- Providing specialist support to vulnerable customers, including conducting vulnerability assessments and reviewing accounts.
- Managing complex cases, tracking trends, and developing strategies to better assist customers in arrears.
- Handling escalated inbound calls from vulnerable customers in arrears.
- Managing your own portfolio of vulnerable customers.
- Meeting SLAs and implementing TCF principles.
- Collaborating with other departments within Capital on Tap.
- Reviewing hardships documentation such as bank statements and income & expenditure statements.
We're Looking For
- Experience dealing with vulnerable customers in a telephony-based role.
- Collections experience (ideally).
- Empathy and the ability to demonstrate it to customers in difficult times.
- Strong information-gathering skills to provide the best outcomes.
- Good time management skills and the ability to work to tight deadlines.
- Flexibility to prioritize new cases as they arise.
- Data-driven approach to reaching the right customers efficiently.
Diversity & Inclusion We welcome 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 foster a fun office environment with amenities like a pool table, arcade machine, beer tap, and office dogs. Our benefits include:
- Salary £26,000 - £32,000 depending on experience.
- Private healthcare including dental and optical services through Vitality.
- Worldwide travel insurance through Vitality.
- Anniversary rewards (£250, £500, £750, and a 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 the office.
Other Useful Info
Interview Process: First stage: 30-minute intro and values call with Talent Partner (video). Final stage: 60-minute experience and team fit interview with the team lead and members (in-person).
Additional Info: Check out our 'Top Tips' for interviewing and stay updated on job opportunities by following us on LinkedIn. For questions, email careers@capitalontap.com.
Excited to work here? Apply! If you're interested in growing your career with our fast-growing, profitable fintech, click apply. We aim to respond within 3 working days (up to 5 during busy periods).
Specialist Support Officer - Vulnerable Customers employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
careers@capitalontap.com
StudySmarter Expert Advice 🤫
We think this is how you could land Specialist Support Officer - Vulnerable Customers
✨Tip Number 1
Familiarise yourself with the specific challenges faced by vulnerable customers. Understanding their needs and concerns will help you demonstrate empathy during your interactions, which is crucial for this role.
✨Tip Number 2
Brush up on your telephony skills, as this position involves handling escalated inbound calls. Practising active listening and effective communication can set you apart from other candidates.
✨Tip Number 3
Research Capital on Tap's values and mission. Being able to align your personal values with the company's goals will show your genuine interest in the role and the organisation.
✨Tip Number 4
Prepare for the interview by thinking of examples from your past experience that showcase your ability to manage complex cases and work under tight deadlines. This will help you illustrate your suitability for the role effectively.
We think you need these skills to ace Specialist Support Officer - Vulnerable Customers
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Specialist Support Officer position. Tailor your application to highlight relevant experience, especially in dealing with vulnerable customers.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles where you managed complex cases or provided support to vulnerable individuals. Use specific examples to demonstrate your empathy and problem-solving skills.
Showcase Your Skills: Make sure to mention your strong information-gathering abilities and time management skills. Provide examples of how you've successfully prioritised tasks and met deadlines in past roles.
Personalise Your Application: Address your cover letter to the hiring team at Capital on Tap and express your enthusiasm for their mission to support small businesses. Mention why you want to be part of their team and how you can contribute to their goals.
How to prepare for a job interview at Capital on Tap
✨Show Empathy
As a Specialist Support Officer, you'll be dealing with vulnerable customers. Make sure to demonstrate your empathy during the interview. Share examples of how you've supported customers in difficult situations and how you approached their needs with care.
✨Highlight Relevant Experience
Discuss your experience in telephony-based roles, especially if you've worked with vulnerable customers or in collections. Be specific about the challenges you faced and how you overcame them, as this will show your capability to handle complex cases.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage sensitive situations. Practice responding to hypothetical scenarios involving vulnerable customers, focusing on your approach to vulnerability assessments and account reviews.
✨Demonstrate Time Management Skills
Time management is crucial in this role. Be ready to discuss how you prioritise tasks and manage your workload effectively, especially when handling multiple cases. Provide examples of how you've met tight deadlines in previous positions.
