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For Companies 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
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 employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Specialist Support Officer - Vulnerable Customers
✨Tip Number 1
Familiarise yourself with the principles of Treating Customers Fairly (TCF). Understanding these principles will help you demonstrate your commitment to providing excellent support to vulnerable customers during the interview process.
✨Tip Number 2
Prepare for the role by researching common challenges faced by vulnerable customers in financial situations. This knowledge will allow you to discuss potential strategies and solutions during your interviews, showcasing your proactive approach.
✨Tip Number 3
Practice your empathy skills through role-playing scenarios with friends or family. Being able to convey genuine understanding and compassion is crucial for this position, and demonstrating this ability can set you apart from other candidates.
✨Tip Number 4
Network with professionals in the fintech industry, especially those who work with vulnerable customers. Engaging in conversations about their experiences can provide valuable insights and may even lead to referrals or recommendations for your application.
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 experiences, especially in dealing with vulnerable customers.
Craft a Compelling Cover Letter: Write a cover letter that showcases your empathy and problem-solving skills. Mention specific examples from your past experiences that demonstrate your ability to manage complex cases and support vulnerable customers effectively.
Highlight Relevant Experience: In your CV, emphasise any previous roles where you have worked with vulnerable customers or in a telephony-based environment. Include details about your experience with vulnerability assessments and managing customer accounts.
Prepare for the Interview: Anticipate questions related to your experience with vulnerable customers and how you handle challenging situations. Be ready to discuss your approach to empathy and care in customer service, as well as your ability to meet SLAs and implement TCF principles.
How to prepare for a job interview at Capital on Tap
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Specialist Support Officer for Vulnerable Customers. Familiarise yourself with the key tasks such as conducting vulnerability assessments and managing complex cases, as this will help you answer questions confidently.
✨Show Empathy
Since the role involves dealing with vulnerable customers, it's crucial to demonstrate your ability to empathise. Prepare examples from your past experiences where you've successfully handled sensitive situations, showcasing your understanding and compassion.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle specific situations involving vulnerable customers, such as managing escalated calls or reviewing hardship documentation. This will show your problem-solving skills and readiness for the role.
✨Research Capital on Tap
Familiarise yourself with Capital on Tap's mission and values. Understanding their commitment to helping small businesses and their approach to inclusivity will allow you to align your answers with their company culture, making a positive impression.