Specialist Support Team Manager
Specialist Support Team Manager
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Job Description
Were Capital on Tap
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today we provide an allinone business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200000 businesses across the world and our goal is to help 1 million small businesses by 2030.
Why Join Us
We empower you to be innovative and solve complex problems. Take ownership make an impact and thrive in our scaling and agile environment.
Check out the development opportunities in the Specialist Support team.
This is a Hybrid role the Specialist Support team work from our Cardiff City Centre Office 3 days per week. Your first 12 weeks will be full time in the office while you get set up in your new role.
Specialist Support Team Manager
Youll play a key role in shaping team culture setting high performance standards and creating a supportive solutionfocused environment. As a senior leader at our Cardiff site youll help our most vulnerable customers find the best outcomes and step in for the Head of Collections when needed.
Alongside leading the team daytoday youll also drive important projects improve processes and use your expertise in supporting vulnerable customers and managing arrears. By using data and fresh ideas youll help make things better for both our customers and the business.
- Champion fair treatment for vulnerable customers and drive improvements using your industry expertise.
- Lead and mentor Team Leaders Senior Agents and frontline staff.
- Act as the escalation point for complex cases and risk resolution.
- Foster a customerfirst culture ensuring fair outcomes and compliance.
- Use data insights to improve performance spot risks and drive positive change.
- Support team development through coaching 121s and performance management.
- Oversee key processes like debt sales risk resolution and business changes.
- Work with internal and external stakeholders to meet targets and support vulnerable customers as the business grows.
Were Looking For
- At least 3 years of leadership experience in vulnerable customer support and arrears management.
- Strong skills in analysis communication and negotiation.
- Good knowledge of key regulations (GDPR FCA insolvency Equalities Act).
- Experienced in leading and motivating teams across remote hybrid and onsite settings.
- Confident handling high volumes complex cases and performance challenges.
- A resilient leader who supports teams through difficult customer situations.
- Strategic thinker who spots opportunities for improvement and future changes.
- Adaptable and comfortable in fastpaced techdriven environments.
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:
Private Healthcare including dental and optician services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewardsweek 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 minute intro and values call with Talent Partner (Video call)
- Second stage: 60 minute CV overview and experience with our head of Collections and SST Lead (In person)
- Final stage: 60 minute leadership fit with our Operations Director (Video)
Other Info
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Email if you have any questions.
Excited to work here Apply!
If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.
Required Experience:
Manager
Employment Type
Full Time
