Customer Service Advisor - Days

Capital on Tap; Cardiff; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

Octopus EV Salary Sacrifice Scheme

28 days holiday

Annual Learning Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions

Dog Friendly Offices

Free drinks and snacks

Job summary

Capital on Tap in Cardiff is hiring for our Customer Service Team. You will be the friendly voice for small business owners, supporting them via phone, email and live chat, with a focus on quick, practical solutions.

The role is 37.5 hours per week, hybrid work (3 days in the office, 2 from home) with a 3-month office-first start. Shifts are Mon-Sat between 8am and 8pm, with 1 in 6 Saturdays and a rotation to 8pm once every six weeks.

Qualifications

• Strong customer service experience within a contact centre environment.
• Excellent verbal and written communication skills, with the ability to explain information clearly and professionally.
• Sound judgement and confidence when managing complex or sensitive customer enquiries.
• Proven ability to handle a high volume of requests while maintaining accuracy and quality.
• Proactive attitude, with a strong focus on resolving issues at the first point of contact.
• Empathetic and curious nature, with a genuine passion for helping people.

Responsibilities

• Providing friendly, professional support to customers via phone, email, and live chat.
• Resolving issues efficiently while taking full ownership of each case from start to finish.
• Listening carefully to understand concerns and delivering fair, practical solutions.
• Keeping up to date with products and policies to ensure accurate guidance and information is provided.
• Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements.
• Recognising customers who may need additional support and ensuring they receive the help they need.

Job description

We're Capital on Tap Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

We're Capital on Tap Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. 1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We've done a pretty good job so far, but we're just getting started!

Cardiff | 3 days in office, 2 from home (Fully office-based for the first 3 months).

£26,500 starting salary

16th November start date

37.5 hours per week - the shifts are Monday to Saturday between 8am and 8pm. You will work 1 in 6 Saturdays (no Sundays!) and just 1 week of shifts til 8pm in the 6 week shift rotation

Customer Service Team Our Customer Service team are the friendly voice of Capital on Tap - often the first people our business owners turn to when they need assistance. We strive to support our customers across phone, email, and live chat, taking ownership of each issue from start to finish, and providing clear and practical solutions. You will play an important role in improving customer experience, and building strong relationships with our business owners by providing the best service possible.

What You'll Be Doing

• Providing friendly, professional support to customers via phone, email, and live chat
• Resolving issues efficiently while taking full ownership of each case from start to finish
• Listening carefully to understand concerns and delivering fair, practical solutions
• Keeping up to date with products and policies to ensure accurate guidance and information is provided
• Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements
• Recognising customers who may need additional support and ensuring they receive the help they need

We're Looking For

• Strong customer service experience within a contact centre environment
• Excellent verbal and written communication skills, with the ability to explain information clearly and professionally
• Sound judgement and confidence when managing complex or sensitive customer enquiries
• Proven ability to handle a high volume of requests while maintaining accuracy and quality
• Proactive attitude, with a strong focus on resolving issues at the first point of contact
• Empathetic and curious nature, with a genuine passion for helping people

Our Values & Culture

• Just Pilot: We never settle for "good enough". We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it's hard.
• Owners and Dates: We don't chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

Interview Process

• Stage 1: First stage: 15-minute intro and values call with Talent Partner (Video call)
• Stage 2: Final stage: 45-minute virtual interview with members of the Customer Service Management team

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 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

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

Other Info Check out our 'Top Tips' for interviewing. Keep updated on new job opportunities by following us on Linkedin. Email [e-mail] if you have any questions.