<div class="content-intro"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>We’re Capital on Tap 👋<br></strong></span><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💳 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.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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. </span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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! </span></p></div><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📈Check out the <a href="https://progression.capitalontap.com/content/departments/operations/specialistsupport/uk/index.html">development opportunities</a> in the Specialist Support team.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📍 Manchester | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months) </span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">⏰ Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>About the Team</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">As a Collections 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.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>What You’ll Be Doing</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Taking escalated inbound calls from vulnerable customers who are experiencing financial difficulty and are in financial arrears. </li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Managing your own portfolio of vulnerable customers, providing outstanding support and service to best assist our customers.</li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Using your knowledge and expertise to ensure you meet key metrics and treating customers fairly principles.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Working collaboratively with other departments in Capital on Tap to provide a seamless customer experience.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Conduct thorough reviews of required documentation, such as bank statements and income and expenditure forms.</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💖 <em>We encourage applicants to carefully consider the nature of this role, as it involves handling sensitive conversations that may be emotionally challenging at times. We kindly ask that you apply only if you feel comfortable managing these types of discussions in a professional and supportive manner.</em></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>We’re Looking For</strong></span></p> <ul> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Experience working in a financial vulnerability support role as well as experience in handling collections and arrears.</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">A background in a contact centre environment, with strong verbal and written communication skills. </span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">The ability to demonstrate resilience and a proactive mindset, with the confidence to take initiative and solve problems effectively. </span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">A good knowledge and understanding of collections and arrears.</span></li> <li style="font-size: 12pt; font-family: verda