Vulnerable Customer Officer

Vulnerable Customer Officer

Are you compassionate, experienced, and resilient? We're on the lookout for a dedicated Vulnerability Officer to join our team. In this role, you'll play a crucial part in providing specialised support to our customers who need extra care due to vulnerability. As a Vulnerable Customer Officer, you'll be at the forefront of assisting customers facing challenging circumstances. Your primary responsibility will be to handle escalated inbound calls from customers identified as vulnerable. You'll conduct thorough assessments of their accounts, ensuring that each case receives the attention and care it deserves. Collaborating closely with our customer-facing teams, you'll provide invaluable support and share your specialised knowledge to ensure our customers are treated with empathy and respect.

Responsibilities:

• Handle escalated inbound calls from customers in vulnerable categories.
• Conduct thorough assessments of vulnerable customer accounts.
• Assist customer-facing teams with queries related to vulnerable customers.
• Share specialised knowledge to support our teams effectively.
• Stay up-to-date with the latest in Vulnerable Customers within financial services.

What we're looking for:

• Experience with vulnerable customers within an FCA regulated environment is essential.
• Empathy for our most distressed customers, aiming for their best outcomes.
• Ability to analyse cases, gather necessary information, and make informed decisions.
• Excellent prioritisation skills, adaptable to new cases throughout the day.
• Proactive time management and meticulous attention to detail.

What you'll get in return:

💷  Starting salary £26,000
🏥  Private Healthcare, Worldwide Travel  Insurance and Dental Cover through Vitality
🎁  Anniversary Rewards (£250, £500, £1000, 4-week fully paid sabbatical)
👛  Salary Sacrifice Pension Scheme up to 7% match
🏖️  28 days holiday (plus bank holidays) (pro rata) 
📖  Annual Learning 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

Here at Capital On Tap we place emphasis on continuous learning and have built an environment where we can make it possible every day! Internal growth is important to us and our goal is to guide every employee to realise their career aspirations and strengths. Why not check out here what you need to do to progress in this role at Capital on Tap. 

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