Customer Relationship Manager

Delt Shared Services; Weston-super-Mare; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading financial services firm is seeking a Customer Success Manager in Cardiff to oversee Learning & Development strategies and coach frontline operational teams. The ideal candidate will have proven leadership experience in fast-paced customer service environments and demonstrate strong analytical and communication skills. This hybrid role includes responsibilities for designing engaging training materials and managing onboarding processes to drive performance improvements.

Benefits

Private healthcare including dental and opticians services

Worldwide travel insurance

Anniversary rewards

Salary sacrifice pension scheme up to 7% match

Annual learning and wellbeing budget

28 days holiday plus bank holidays

Dog-friendly offices

Free snacks in the office

Qualifications

• Proven experience leading a team in L&D or RTC within a fast-paced environment.
• Demonstrable expertise in instructional design and engaging training facilitation.
• Proactive, organised and resilient leader focused on quality and speed.

Responsibilities

• Lead, mentor, and manage a team of specialists.
• Own and oversee the L&D strategy and continuous improvement process.
• Coordinate transition of new hires from training to live support.

Skills

Learning & Development expertise

Coaching and mentoring skills

Analytical skills

Strong communication skills

Operational scheduling

Job description

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.

Location: Cardiff (Hybrid role – work from Cardiff offices 3 days per week).

Role Overview

As the Customer Success Manager, you will be the driving force behind the performance, knowledge, and readiness of our frontline operational teams. You will be responsible for executing critical Learning & Development (L&D), Onboarding, and Real‑Time Coaching (RTC) strategies. You will own the entire training lifecycle, from designing engaging materials and facilitating new starter onboarding to overseeing the transition process into the live environment. You will 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.

Responsibilities

• 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, RTC and frontline support duties.
• Own and oversee the L&D strategy, including onboarding, continuous improvement and knowledge gaps analysis.
• Directly manage the design, review and continuous update of training materials, SOPs and facilitation guides to ensure accuracy, compliance and engagement.
• Oversee the successful execution of new starter onboarding programs, 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 RTC 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 and design 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.

Qualifications

• 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.

Benefits

• Private healthcare including dental and opticians services through Vitality;
• Worldwide travel insurance through Vitality;
• Anniversary rewards (£250, £500, £750 and 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 the office;
• Office amenities: pool table, arcade machine, beer tap, office dogs.

EEO Statement

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity.