Customer Support Officer

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.

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 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 £26,000

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 minute intro and values call with Talent Partner (Video call)

Final stage: 90 minute 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.

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Email [email protected] 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.)