Customer Service Advisor - Nights

Capital on Tap

Greater London

Remote

GBP 24,000 - 30,000

Full time

3 days ago

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Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

Anniversary Rewards (£250, £500, £750)

Salary Sacrifice Pension Scheme

Octopus EV Salary Sacrifice Scheme

28 days holiday

Annual Learning and Wellbeing 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 the UK is seeking a Customer Service/Operations professional to support business owners via phone, email, and live chat. You will take ownership of issues from start to finish, delivering clear guidance and practical solutions.

Join a remote UK-based role with structured training and a 4-on 4-off shift pattern, designed to keep service levels high while enabling flexible working arrangements.

Qualifications

Strong customer service experience in a contact centre.
Excellent verbal and written communication skills.
Ability to handle a high volume of requests with accuracy.
Proactive and empathetic approach to helping customers.

Responsibilities

Provide friendly, professional support via phone, email, and live chat.
Resolve issues quickly with ownership from start to finish.
Keep up to date with products and policies to offer accurate guidance.
Identify opportunities to improve customer experience and processes.

Skills

Strong communication

Customer service experience

Team player

Problem solving

Tools

CRM software

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.

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!

UK-based remote role — you must be located in the UK with the right to work in the UK.

Upcoming start dates - 2nd November and 16th November

37.5 hours a week. This role follows a 4 on, 4 off rotation. Start times will be between 1800-2000 and finish times between 0600-0800. You will work 11 hour shifts on your working days.

Training for this role will be 4 weeks of 9-5.30pm training (remote), followed by 2-3 weeks of on the job training (flexible times). At the conclusion of this on the job training, you will move to your shift pattern.

Customer Service/Customer Operations

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
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.
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 enquiriesProven 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

Remote Working Requirements

A quiet, secure home working space with reliable high-speed internet.
Comfortable working structured shifts from home while staying organised, focused, and engaged.
Strong self‑management skills and confidence using multiple systems at once.

We’ll provide all the equipment you need to succeed.

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: