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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 hybrid work, competitive salary, private healthcare, and 28 days holiday.
- Why this job: Make a real impact while working in an inclusive and innovative environment.
- Qualifications: Empathy, experience with vulnerable customers, and strong communication skills required.
- Other info: Flexible working hours and a supportive team culture await you!
The predicted salary is between 22700 - 34000 £ per year.
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 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
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.)
#J-18808-Ljbffr
Specialist Support Officer - Vulnerable Customers Manchester 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 Manchester
✨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 for vulnerable customers during the interview process.
✨Tip Number 2
Prepare to discuss your experience in handling complex cases and how you've managed time-sensitive situations. Be ready to share specific examples that highlight your ability to empathise with customers in difficult circumstances.
✨Tip Number 3
Research Capital on Tap's mission and values thoroughly. Being able to articulate how your personal values align with theirs can set you apart and show that you're genuinely interested in contributing to their goal of helping small businesses.
✨Tip Number 4
Practice active listening skills, as this role involves taking escalated calls from vulnerable customers. Demonstrating your ability to listen and respond appropriately can be a key factor in your success during the interview.
We think you need these skills to ace Specialist Support Officer - Vulnerable Customers Manchester
Some tips for your application 🫡
Understand the Role: Read the job description carefully 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.
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.
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 ability to conduct assessments and manage customer accounts effectively.
Prepare for the Interview: Anticipate questions related to your experience with vulnerable customers and your approach to handling sensitive situations. Be ready to discuss how you would implement TCF principles and meet SLAs in your role.
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 supported individuals in difficult situations, showcasing your understanding and compassion.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle sensitive situations. Think of specific instances where you had to manage challenging customer interactions and how you resolved them effectively.
✨Research Capital on Tap
Familiarise yourself with Capital on Tap's mission and values. Understanding their commitment to helping small businesses will allow you to align your answers with their goals, showing that you're not just a good fit for the role but also for the company culture.
