At a Glance
- Tasks: Support vulnerable customers with care, conduct assessments, and manage complex cases.
- Company: Join Capital on Tap, a fintech helping small businesses thrive globally.
- Benefits: Enjoy a competitive salary, private healthcare, 28 days holiday, and more perks!
- Other info: Hybrid role based in Manchester; flexible hours and a focus on personal growth.
- Why this job: Make a real impact while working in a supportive and inclusive environment.
- Qualifications: Empathy and experience with vulnerable customers are key; collections experience is a plus.
The predicted salary is between 23000 - 30000 £ per year.
Job Description
💳 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 Manchester 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
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 £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
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)
Other Info
👍Check out our 'Top Tips' for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧Email careers@capitalontap.com if you have any questions.
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.)
Specialist Support Officer - Vulnerable Customers in Manchester employer: Capital on Tap
At Capital on Tap, we pride ourselves on being an exceptional employer that values innovation and inclusivity. Our Manchester City Centre office offers a vibrant work culture where you can make a meaningful impact while enjoying a range of benefits, including private healthcare, generous holiday allowances, and opportunities for professional growth. Join us in our mission to support small businesses and thrive in a supportive environment that encourages authenticity and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist Support Officer - Vulnerable Customers in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capital on Tap. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capital on Tap before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Specialist Support Officer - Vulnerable Customers in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capital on Tap:Your cover letter is your chance to shine! Tell us why you want to work at Capital on Tap specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capital on Tap!
How to prepare for a job interview at Capital on Tap
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
