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Specialist Support Officer - Vulnerable Customers

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Capital on Tap

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Location:
United Kingdom , Manchester

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

27000.00 - 34000.00 GBP / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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