At a Glance
- Tasks: Provide tailored support to vulnerable customers and manage complex cases with empathy.
- Company: Join Capital on Tap, a leading financial platform for small businesses.
- Benefits: Competitive salary, private healthcare, 28 days holiday, and wellness budget.
- Other info: Dynamic team environment with a focus on inclusivity and personal growth.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in financial vulnerability support and strong communication skills.
The predicted salary is between 27000 - 34000 £ per year.
We’re Capital on Tap.
Capital on Tap started because small businesses were underserved.
Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed.
We set out to fix that.
Today we're a financial platform — not just a credit card company.
We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. 1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable.
We’ve done a pretty good job so far, but we’re just getting started!
Check out the development opportunities in the Specialist Support team.
Cardiff | 3 days in office, 2 from home (Fully office-based for the first 3 months)
Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm.
Specialist Support Team
As a Vulnerable Customer Support Officer on our Specialist Support team, you’ll play a vital role in delivering tailored support to customers who require additional care.
You’ll carry out detailed vulnerability assessments, review customer accounts, and ensure every individual is treated with empathy, dignity, and respect.
The role involves managing complex cases, identifying emerging trends, and contributing to strategies that enhance support for customers in arrears.
- What You’ll Be Doing
- Taking escalated inbound calls from vulnerable customers who are experiencing financial difficulty and are in financial arrears.
- Managing your own portfolio of vulnerable customers, providing outstanding support and service to best assist our customers.
- Using your knowledge and expertise to ensure you meet key metrics and treating customers fairly principles.
- Working collaboratively with other departments in Capital on Tap to provide a seamless customer experience.
- Conduct thorough reviews of required documentation, such as bank statements and income and expenditure forms.
- We’re Looking For
- Experience working in a financial vulnerability support role as well as experience in handling collections and arrears.
- A background in a contact centre environment, with strong verbal and written communication skills.
- The ability to demonstrate resilience and a proactive mindset, with the confidence to take initiative and solve problems effectively.
- A good knowledge and understanding of collections and arrears is desirable.
- Strong time management with the capacity to effectively prioritise and manage your workload.
- 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 our benefits, values and mission here.
- 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 the 'Top Tips' for interviewing.
Keep updated on new job opportunities by following us on Linkedin.
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Vulnerable Customer Support Officer in Cardiff employer: Doist
Brink's is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive global commercial strategies in the ATM lifecycle solutions sector. With a strong focus on professional development and growth opportunities, employees are encouraged to expand their skills while contributing to sustainable growth and operational excellence. Located in a dynamic environment, Brink's offers unique advantages such as a diverse team and the chance to build long-term partnerships with global customers, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Vulnerable Customer Support Officer in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Doist. 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 Doist 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 Vulnerable Customer Support Officer in Cardiff
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 Doist:Your cover letter is your chance to shine! Tell us why you want to work at Doist 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 Doist!
How to prepare for a job interview at Doist
✨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.
