Specialist Support Officer - Vulnerable Customers

📈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 37.5 hours a week, Monday - Friday between 8am-8pm.

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 essential
✨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

Shifts
You'll work 37.5hrs a week between 8am-8pm Monday to Friday. The shifts* are:

• 8am-4:30pm


• 9am-5:30pm


• 9.30am-6pm


• 11:30am-8pm (one in every 4 weeks and can work fully remote that week)

* These shift patterns are illustrative and may change slightly. However they will always fall within the 8am-8pm bracket.

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)