Customer Service Advisor — Own & Resolve Every Case

Capitalontap; Cardiff; On-site; GBP 23,850 - 29,150; Full time

Benefits offered by this job

Private healthcare including dental

Worldwide travel insurance

Anniversary rewards

Salary sacrifice pension

Octopus EV salary sacrifice

28 days holiday

Annual learning and wellbeing budget

Enhanced parental leave

Cycle to work scheme

Season ticket loan

Therapy sessions

Dog‑friendly offices

Free drinks and snacks

Job summary

Capital on Tap is seeking a customer service professional in Cardiff to provide friendly, professional support to customers via phone, email and live chat. You will own each case from start to finish, ensuring accurate guidance and timely solutions.

The role requires strong communication, empathy and the ability to handle a high volume of requests while maintaining quality. Enjoy a comprehensive benefits package and a positive team culture in Cardiff.

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

Communication

Problem solving

Teamwork

Empathy

Attention to detail

Job description

Capital on Tap is seeking a customer service professional in Cardiff to provide friendly, professional support to customers via phone, email and live chat. You will own each case from start to finish, ensuring accurate guidance and timely solutions.

The role requires strong communication, empathy and the ability to handle a high volume of requests while maintaining quality. Enjoy a comprehensive benefits package and a positive team culture in Cardiff.