Full-Time
Senior Specialist Support Officer
Specialist Support
Posted on 9/4/2026
Capital on Tap
1,001-5,000 employees
SME-focused business credit cards & funding
Compensation Overview
£33k - £38k/yr
Manchester, UK
Hybrid
Three days in the office and two days working from home; fully office-based for the first three months.
 Customer Experience & Support (1) |
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- Demonstrable experience supporting vulnerable customers in collections or arrears within financial services.
- Experience handling real-time escalations, resolving complaints, and guiding team members through complex issues.
- Ability to interpret financial data, assess affordability, and track key operational metrics, including KPIs and KRIs.
- High emotional intelligence to support customers through difficult circumstances while maintaining clear boundaries.
- Interest in process improvement and AI-first tools.
- Flexibility to collaborate across departments and share project ownership with senior colleagues.
- Manage a caseload of vulnerable, high-risk, deceased, and legal customer accounts by assessing each person's situation, reviewing financial documents, and agreeing fair, workable outcomes on time.
- Act as the escalation point for agents on live calls and resolve complex queries at the point of contact to help reduce complaints.
- Monitor agent performance, floor productivity, and compliance requirements, including IVR breaches.
- Coach agents to understand the root causes of arrears and build core skills.
- Identify process efficiencies and champion less-click opportunities.
- Support departmental and GRIMS initiatives to enhance the customer journey.
- Provide flexible cover across senior peer projects and ensure operational continuity during leave or peak periods.
- Balance direct customer support with operational leadership.
Capital on Tap provides business credit cards and working capital to SMEs in the US and UK. Its main product is a high‑limit business card used for various expenses, with revenue from interest on credit lines and likely card interchange; it also leverages funding facilities and partners with banks (e.g., ClearBank) to offer savings accounts. The company distinguishes itself by targeting SMEs with a range of financing options and collaborative products that broaden its financial toolkit across two countries. Its goal is to help small businesses manage money and access affordable funding to operate and grow.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
$4.1B
Headquarters
London, United Kingdom
Founded
2012
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Simplify's Take
What believers are saying
- Dojo opened a new SME distribution channel with instant virtual cards and cashback in March 2026.
- ClearBank savings and GoCardless VRPs increase sticky deposits and repayment convenience.
- Plaid and GDS Link integrations improve underwriting speed, approvals, and risk-model iteration.
What critics are saying
- Ombudsman case DRN-5069971 in 2025 exposed card-fraud refund friction and system trust issues.
- Complaints processes and FCA timelines signal recurring operational stress and customer-service burden.
- Dependence on securitisation and partner banks creates existential refinancing risk if funding windows close.
What makes Capital on Tap unique
- Capital on Tap hit £1.2 billion Master Trust funding in May 2025.
- Dojo partnership in March 2026 embeds co-branded cards directly into merchant sales workflows.
- Instant Savings crossed £1 billion deposits in January 2026, deepening customer wallet share.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Private Healthcare
Health Savings Account/Flexible Spending Account
Unlimited Paid Time Off
Flexible Work Hours
Remote Work Options
Hybrid Work Options
Paid Vacation
Paid Holidays
Sabbatical Leave
Annual Learning and Wellbeing Budget
Parental Leave
Family Planning Benefits
Fertility Treatment Support
Cycle to Work Scheme
Season Ticket Loan
Mental Health Support
Therapy sessions
Wellness Program
Gym Membership
Phone/Internet Stipend
Home Office Stipend
Pension Scheme
Career development budget
Growth & Insights and Company News
6 month growth
↓ -1%1 year growth
↓ -1%2 year growth
↑ 0%Capital on Tap, a UK-based FinTech, has expanded its funding structure by securing £650 million, bringing its Master Trust facility to £1.2 billion. The funding round included new partnerships with SMBC Group, Société Générale, and Lloyds, with HSBC playing a key role. This expansion aims to optimize funding flexibility and growth for Capital on Tap, which provides credit cards and financing solutions to small businesses in the UK and US.
Capital on Tap has secured an additional £650 million in funding, expanding its Master Trust facility to £1.2 billion. This funding involves new partnerships with SMBC Group, Societe Generale, and Lloyds, enhancing support for small businesses. The expansion will help Capital on Tap scale operations and continue providing financial solutions to over 200,000 small businesses, with more than £20 billion in spending facilitated through its business credit cards.
Flexys, a leading provider of real-time debt management software, announced a new partnership with Capital on Tap, a fast-growing provider of business credit cards and spend management tools for small businesses. This collaboration aims to streamline Capital on Tap’s debt collection processes, improve operational efficiencies, and significantly enhance the customer experience through advanced self-service capabilities.Driving innovation in debt collection with scalable self-service technologyCapital on Tap sought a scalable solution that would empower its customers to manage their accounts more effectively, while also optimising internal collection processes. Flexys’ out-of-the-box collections solution was selected for its ability to deliver rapid value and a measurable return on investment.Automating collections to boost efficiency and recovery ratesFlexys’ software will automate and digitise Capital on Tap’s collections, enabling the company to significantly increase operational efficiency and debt recovery rates, and support their growth. The solution includes a comprehensive customer self-service portal, alongside core collections functionality.Proven results: enhanced collection outcomes and reduced complaintsFlexys’ clients have reported impressive results, including collecting up to three times more debt, increasing team capacity tenfold, and experiencing a 25% reduction in complaints. This partnership is expected to deliver similar positive outcomes for Capital on Tap.Executive insights: a shared vision for customer empowermentMark Porter, Head of Collections at Capital on Tap commented: “At Capital on Tap, we are committed to empowering small businesses with tools that simplify financial management. Partnering with Flexys allows us to take this commitment further by providing a seamless and innovative debt collection experience
Capital on Tap, a leading all-in-one small business credit card and spend management platform, has selected bank payment company GoCardless to provide Variable Recurring Payments (VRPs) through its open banking feature, Instant Bank Pay. This expands a relationship which began in 2014, when Capital on Tap first selected GoCardless for Direct Debit. Capital on Tap will use GoCardless to collect both one-off and recurring payments, enabling them to offer greater payment flexibility to their small business customers. Capital on Tap customers will be able to repay their credit cards on a monthly basis using Direct Debit, and have the option to make weekly repayments and recurring payments for variable amounts through open banking. Damian Brychcy, CEO of Capital on Tap, said: “We’ve worked with GoCardless for over a decade, collecting more than £2.5bn in Direct Debits with over £15m saved in card fees. Given these successes, it made sense to choose GoCardless for open banking payments — not only building on our strong relationship but also benefitting from the convenience of collecting both recurring and ad hoc payments through one trusted provider
Capital on Tap has secured major funding facilities for its card totalling £750 million to fuel expansion and support for small businesses