Customer Service Advisor - Nights at Capital on Tap

Capital on Tap

Greater London

Remote

GBP 27,000 - 32,000

Full time

2 days ago

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Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

28 days holiday

Pension scheme

Cycle to Work

Annual learning budget

Dog-friendly offices

Job summary

Capital on Tap is seeking a Nights Customer Service Advisor in London to join our UK-based remote team. You’ll work 4 on, 4 off with 11-hour night shifts, 1800–0800 start/end times, and an initial 4-week remote training period followed by on-the-job training.

The role focuses on providing friendly, professional support via phone, email, and live chat, with opportunities to improve FAQs and processes. Salary starts at £29,500 with upcoming start dates in November.

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.

Skills

Customer service experience

Excellent communication

Problem solving

High-volume handling

Empathetic and curious

Team collaboration

Job description

Job Title

Customer Service Advisor - Nights at Capital on Tap in London, ENG, GB.

Job Summary

This Full time on site position offers great opportunities for career growth.

Company Overview

We're 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!

Location and Working Hours

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

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.

Salary

Starting salary - £29,500

Upcoming start dates - 2nd November and 16th November

Training

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.

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

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.

Requirements

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

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.

Interview Process

Stage 1: 15-minute telephone interview with Talent Partner
Final Stage: 45-minute video interview with 2 of our Customer Service Team Leaders

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.

Benefits