Customer Operations Manager

Capital on Tap; Newcastle upon Tyne; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading fintech company in Newcastle upon Tyne seeks a Learning & Development Team Lead who will own the training lifecycle and lead a team to enhance customer interaction quality. The ideal candidate should have proven experience in coaching and developing teams in a fast-paced environment, with strong analytical and communication skills. This hybrid role offers a dynamic environment aimed at delivering high-quality customer service and continuous improvement.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Free drinks and snacks

Qualifications

• Proven experience leading a team in Learning & Development or Real-Time Coaching.
• Strong coaching and mentoring skills to influence performance.
• Experience in operational scheduling and rota management.

Responsibilities

• Own the entire training lifecycle from onboarding to live support.
• Lead and mentor a team of specialists to improve customer interaction quality.
• Develop and manage learning materials, SOPs and coaching strategies.

Skills

Team leadership

Learning principles expertise

Analytical skills

Excellent communication skills

Coaching and mentoring

Job description

We're 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 all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 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. This is a Hybrid role; the Support Services team within Customer Operations work from our Cardiff Offices 3 days per week.

What You'll Be Doing

• Own the entire training lifecycle, from designing engaging materials and facilitating new starter onboarding to overseeing the transition process into the live environment.
• Ensure that real‑time support, live listens and dedicated coaching sessions drive measurable improvements in customer interaction quality and agent performance across calls, chats and emails.
• Lead, mentor and manage a team of Specialists, conducting regular one‑to‑ones, performance reviews and setting clear objectives focused on quality and speed to proficiency.
• Design and manage team rotas and scheduling to ensure full coverage for training delivery, real‑time coaching and frontline support duties.
• Own and oversee the L&D strategy, including onboarding, continuous improvement and knowledge gap analysis.
• Directly manage the design, review and continuous update of training materials, SOPs and facilitation guides to ensure accuracy, compliance and engagement.
• Oversee successful execution of new starter onboarding programmes, ensuring all agents achieve competency and compliance standards.
• Coordinate the transition of new hires from training to live support with structured guidance and real‑time intervention.
• Own the real‑time coaching strategy, ensuring specialists conduct effective live listens and provide immediate, impactful support to agents handling calls, chats and emails.
• Analyse quality scores and performance data to identify systemic coaching needs, designing targeted interventions to elevate frontline performance and customer satisfaction.
• Drive continuous improvement by ensuring the team delivers timely, high‑impact briefings and knowledge updates to all relevant operational teams.
• Act as the primary point of contact between Operations and the L&D/Coaching team, ensuring alignment on key priorities, performance gaps and rollout of new initiatives.

We're Looking For

• Proven experience leading a team focused on Learning & Development or Real‑Time Coaching within a fast‑paced Customer Service or Contact Centre environment, ideally in Financial Services.
• Demonstrable expertise in learning principles, instructional design and facilitating engaging training sessions for diverse audiences.
• Strong coaching and mentoring skills, with the ability to influence performance and drive behaviour change through feedback and support.
• Experience in operational scheduling, rota management and workload planning for a dynamic support function.
• A strategic mindset coupled with strong analytical skills, capable of using performance data to shape coaching strategies.
• Excellent communication skills, capable of delivering complex information clearly and concisely to frontline staff and senior leaders.
• A proactive, organised and resilient leader who thrives in a role where stability, speed and quality are paramount.

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

• Private Healthcare including dental and opticians services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (£250, £500, £750, 4‑week fully paid sabbatical)
• Salary Sacrifice Pension Scheme up to 7% match
• Octopus EV Salary Sacrifice Scheme
• 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

Interview Process

1. First stage: 30 minute intro and values call with Talent Partner (Video call)
2. Second stage: 60 minute CV overview and experience interview with Head of Department (In Person or Video Call)
3. Final stage: 60 minute stakeholder interview with other Heads of Department (In person)

Check out more of our benefits, values and mission here.