Customer Support Officer - Midnights Team Cardiff

Capital On Tap; Cardiff; On-site; GBP 25,000 - 29,000; Full time

Job summary

Capital On Tap is seeking a Customer Support Officer for their Midnight Team in Cardiff. In this role, you will be the first point of contact for small business owners, helping them resolve issues and providing excellent customer service. You'll work office-based with a schedule that includes later shifts, and enjoy a vibrant workspace full of perks, including private healthcare and a friendly office environment.

Benefits

Private Healthcare

Worldwide travel insurance

28 days holiday

Annual Learning and Wellbeing Budget

Dog Friendly Offices

6 free therapy sessions per year

Qualifications

• A minimum of 2 years customer service experience is required.
• Ability to manage high volumes of inquiries.
• Excellent problem solver who can communicate effectively.

Responsibilities

• Servicing customers via phone, emails, and chat.
• Resolve customer inquiries promptly and professionally.
• Maintain a comprehensive understanding of the company's products and services.

Skills

Communication

Problem solving

Customer service

Tools

CRM usage

Job description

Customer Support Officer - Midnights Team

Cardiff

We’re Capital on Tap
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?
We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

This is an office-based role, the Customer Support team work from our Cardiff City Centre Office. After passing the probation period the requirement will be to work in office 4 days a week, and 1 from home.

What You’ll Be Doing You’ll be the first point of contact for small business owners. Our customers are trying to build their businesses, and we don’t want to get in the way. You’ll solve problems, fix things that aren’t working for them, and give them a leg up when they need it. Most importantly, you’ll be able to listen to our customers and understand from them how we can build a better business.

• Servicing our customers via phone, emails and chat
• Resolve customer inquiries promptly and professionally, ensuring full customer satisfaction
• Understand the importance of objection handling to ensure customers' needs are explained clearly and fairly
• Maintain a comprehensive understanding of the company's products, services, and policies to provide accurate information and advice
• Identify opportunities for process improvements and contribute ideas for enhancing the overall customer experience.
• Identifying our vulnerable customers and ensuring they get the right support

Shifts You’ll be joining our Midnight Customer Support team. Working Monday-Friday.

• Week 1: 2pm - 10:30pm
• Week 2: 3:30pm - Midnight
• A minimum of 2 years customer service experience
• A desire/need to work later shifts
• Great communication skills, can communicate with a wide variety of people both verbally and in writing
• Experience using CRM’s
• An excellent problem solver who can focus on providing our customers with resolutions quickly
• The ability to manage high volumes of enquiries without compromising service quality
• Can work independently and as part of a team in a fast-paced environment

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 PerksWe believe in balancing hard work with a bit of fun, so our office is designed for both productivity and play. From a pool table and PlayStation to a few office dogs roaming around, we’ve created a space where you can relax and recharge. Check out the perks we offer:

Salary £25,000 + £2,000 increase for later shifts, + monthly bonuses
Private Healthcare including dental and optician 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
️ 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 .

Interview Process

• First stage: 15-minute intro call with a member of the Talent Team (Phone call)
• Final stage: Attend an assessment day on either Tuesday 24th June, Thursday 26th June, Tuesday 1st July and Thursday 3rd July (In person)

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

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We’re looking for people who are passionate about great customer service and eager to be part of our team. Tell us why you’re excited about this opportunity. Please aim to write 250-500 words.

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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.

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