Specialist Support Officer

📈Check out the development opportunities in the Specialist Support  team.

📍 Cardiff | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months) 

⏰ Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm.

✅ Start date - 11/05/2026

Specialist Support Team

As a member of 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.

💖 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.

What You’ll Be Doing

• Taking escalated inbound calls from vulnerable customers who are in arrears.
• Managing your own portfolio of vulnerable customers and providing outstanding support and service.
• Meeting SLAs and implementing TCF principles.
• Reviewing and conducting vulnerability assessments in order to best serve our customers and organisation.
• Work closely and collaboratively with other departments within Capital on Tap
• Conducting in-depth reviews of hardships documentation - Bank statements and I&Es

We’re Looking For

• Experience in a collections role is essential.
• Current or prior experience dealing with vulnerable customers in a telephony based role.
• Ability to demonstrate empathy to our customers in hard times.
• A resilient attitude to proactively helping support our customers in the best possible way.
• Excellent time management and strong communication skills.

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.

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)