Senior Specialist Support Officer - Vulnerable Customers

As a Senior Specialist Support Officer - Vulnerable Customers at Capital on Tap, your responsibilities include managing a portfolio of high-risk and vulnerable customer accounts, ensuring compliance with Treating Customers Fairly (TCF) principles, and conducting thorough vulnerability assessments. You'll also support team development and act as a key resource for addressing sensitive cases, demonstrating empathy and professionalism throughout.

To qualify for the Senior Specialist Support Officer - Vulnerable Customers position at Capital on Tap, candidates should have demonstrable experience supporting vulnerable customers, preferably in a telephony-based or collections role. You should be skilled in managing escalated cases, possess high emotional intelligence, and have strong analytical skills to interpret financial data, enabling you to meet individual customer needs effectively.

Capital on Tap is committed to your professional development as a Senior Specialist Support Officer - Vulnerable Customers. You'll collaborate closely with the Department Lead to shape your role and responsibilities, and you'll have access to various training opportunities and an annual learning and wellbeing budget to help you grow in your position while making a significant impact on customer care.

The work environment for a Senior Specialist Support Officer - Vulnerable Customers at Capital on Tap is dynamic and supportive. You’ll be part of a hybrid working model, engaging with your colleagues in the Cardiff office three days a week, which is equipped with a fun atmosphere featuring a pool table and office dogs. Capital on Tap fosters inclusivity and encourages everyone to bring their authentic selves to work.

As a Senior Specialist Support Officer - Vulnerable Customers at Capital on Tap, you'll enjoy a salary starting from £28,000+, alongside a range of benefits including private healthcare, enhanced parental leave, a cycle-to-work scheme, and an annual learning budget. Additionally, you’ll be recognized for your contributions with anniversary rewards and have access to wellness programs, all designed to support your overall well-being.

In your answer, share specific examples where you've successfully managed vulnerable customers, highlighting your empathy, professionalism, and ability to meet their unique needs. Discuss any strategies you employed to provide effective support.

Explain your process for conducting vulnerability assessments, emphasizing your analytical skills. Discuss the importance of gathering thorough information and your approach to using that data to identify individual customer needs.

Discuss your approach to managing escalated cases, focusing on communication skills, emotional intelligence, and conflict resolution techniques. Provide an example of a challenging case you've successfully resolved.

In your response, emphasize the importance of active listening, empathy, and staying calm under pressure. Share specific techniques you've used to de-escalate situations and restore customer confidence.

Highlight your understanding of TCF principles, focusing on the importance of fairness, transparency, and customer-centric service in your role as a Senior Specialist Support Officer. Share a relevant example from your experience.

Discuss your familiarity with relevant regulations in the finance sector and how you stay updated. Provide examples of how you integrate compliance into your decision-making process while supporting vulnerable customers.

Share a specific example where you mentored or guided a colleague, detailing the support you provided, the impact it had on their growth, and how it benefitted the overall team.

Explain your prioritization techniques, perhaps mentioning tools or methods you use to organize tasks. Highlight your effectiveness in balancing multiple accounts while maintaining quality support.

Share your passion for helping others, possibly drawing from personal experiences or values that connect you to this type of work. Discuss how this motivates your performance and professional growth.

Explain the strategies you use to stay informed about updates in policies and procedures, such as attending training sessions, reading industry news, or participating in professional development opportunities.