Customer Service Advisor - Midnights Team

Capital on Tap; Greater London; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Pension scheme

EV Salary Sacrifice

28 days holiday

Learning budget

Parental Leave

Cycle to Work

Season Ticket Loan

Free therapy

Dog friendly offices

Free drinks and snacks

Job summary

Capital on Tap is seeking a Customer Service Advisor for the Midnights Team. You will be the friendly voice assisting business customers via phone, email, and live chat, handling inquiries with ownership and delivering practical solutions.

Join a fast-paced, customer-centric team with opportunities to improve FAQs, processes, and overall experience while working remotely from the UK.

Qualifications

• Experience delivering customer support via phone, email, or live chat.
• Ability to work in a fast-paced environment.
• Excellent written and verbal communication.
• Commitment to providing accurate information and resolutions.

Responsibilities

• Provide friendly, professional support to customers via phone, email, and live chat.
• Resolve issues with full ownership from start to finish.
• Listen carefully to understand concerns and deliver practical solutions.
• Stay updated with products and policies to give accurate guidance.
• Identify ways to improve the customer experience.
• Recognise customers needing additional support and escalate appropriately.

Skills

Customer service

Call centre experience

Verbal communication

Written communication

High volume support

Problem solving

Empathy

Tools

CRM software

Live chat tools

Job description

Customer Service Advisor - Midnights Team

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!

Shifts (Midnights team) - Monday to Friday (Week 1: 12.30pm - 9.00pm, Week 2: 3.30pm - 12.00am)

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. The team plays 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
• Strong customer service experience, ideally within a call centre or financial services environment
• Strong 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
• The ability to work independently while also contributing effectively within a fast-paced team environment
• 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.

Even if you don’t have all of the necessary skills, we still encourage you to apply.

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

Please confirm you understand this is a remote role and you will need to be based in the UK and have proof of right to work in the UK.

UK DE&I Data

At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.

All of the questions we ask are optional and will not affect your application. You don't have to share this with us and we won't consider it as part of your application. If you choose not to share this info, it won't impact your application in any way.

What gender do you identify with

What is your age?

What is your ethnicity?

Do you consider yourself to have a disability or health condition?