Vulnerable Customer 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

• goai