Senior Specialist Support Officer

Location: Manchester, United Kingdom; 3 days in the office and 2 days from home, with full office attendance for the first 3 months

Salary: £33,000–£38,000 per year, depending on experience

Company

hirify.global is a profitable fintech providing business credit cards, SME spend management, savings, and other financial products for small businesses.

What you will do

• Manage vulnerable, high-risk, deceased, and legal customer accounts in arrears.
• Review bank statements and income and expenditure forms to assess affordability and agree fair, workable outcomes.
• Act as the escalation point for agents during live calls and resolve complex complaints and customer queries.
• Monitor agent performance, floor productivity, and compliance requirements while coaching agents on arrears-related issues.
• Identify process efficiencies, support less-click initiatives, and contribute to departmental and GRIMS projects.
• Balance direct customer support with operational leadership and provide cover during leave or peak periods.

Requirements

• Experience supporting vulnerable customers in collections or arrears within financial services.
• Experience handling real-time escalations, complaints, and complex customer issues.
• High emotional intelligence and the ability to maintain clear boundaries in difficult conversations.
• Ability to interpret financial data, assess affordability, and track KPIs and KRIs.
• Interest in process improvement and AI-first tools.
• Availability to work 37.5 hours per week, Monday to Friday, from 9:00 to 18:00, with the required office attendance in Manchester.

Culture & Benefits

• Private healthcare, including dental and optician services, plus worldwide travel insurance.
• Salary sacrifice pension scheme with up to 7% employer matching.
• 28 days of holiday plus bank holidays and enhanced parental leave.
• Annual learning and wellbeing budget and six free therapy sessions per year.
• Anniversary rewards, including a fully paid four-week sabbatical.
• Dog-friendly offices with free drinks and snacks, a pool table, and an arcade machine.

Hiring process

• First stage: 30-minute introductory and values call with a Talent Partner by video.
• Final stage: 60-minute virtual interview with the Team Leaders.