Customer Support Officer - Night Team

Capital on Tap; Cardiff; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to join their dynamic night team. In this role, you will be the first point of contact for small business owners, helping them navigate challenges and ensuring their satisfaction. If you thrive in a fast-paced environment and are passionate about delivering exceptional service, this position offers a fantastic opportunity to grow within a supportive company. Enjoy a range of perks, including private healthcare and a vibrant office culture, while making a real impact on customers' businesses.

Benefits

Private Healthcare

Worldwide Travel Insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 Days Holiday

Annual Learning Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Free Drinks and Snacks

Qualifications

• Minimum 2 years of customer service experience required.
• Strong communication skills and problem-solving abilities are essential.

Responsibilities

• Serve as the first point of contact for small business owners.
• Resolve customer inquiries promptly and maintain product knowledge.

Skills

Customer Service Experience

Communication Skills

Problem-Solving Skills

CRM Systems

Job description

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.

Check out the development opportunities in the Customer Operations team.

This is an office-based role, with the Customer Operations team working from our Cardiff City Centre Office. After passing the probation period, the requirement will be to work in the office 4 days a week and 1 day 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 their way. You'll solve problems, fix issues, and support them when needed. Most importantly, you'll listen to our customers and understand how we can improve our services.

• Servicing customers via phone, email, and chat during night shifts
• Resolving customer inquiries promptly and professionally to ensure satisfaction
• Handling objections effectively to clarify customer needs
• Maintaining a comprehensive understanding of our products, services, and policies
• Identifying opportunities for process improvements and suggesting enhancements
• Supporting vulnerable customers with appropriate assistance

Shifts

You will join our night customer service team, working Monday to Sunday (2 weekends in 4) between 6pm-6am & 8pm-8am. Shift patterns include:

• Week 1: 4 days on, 3 days off
• Week 2: 3 days on, 1 day off, 3 days on
• Week 3: 3 days off, 4 days on
• Week 4: 7 days off

We're Looking For

• At least 2 years of customer service experience
• Experience working similar shifts or unsociable hours
• Excellent communication skills, both verbal and written
• Experience using CRM systems
• Strong problem-solving skills with a focus on quick resolutions
• Ability to handle high volumes of inquiries without compromising quality
• Ability to work independently and as part of a team in a fast-paced environment

Diversity & Inclusion

We welcome and encourage applications from all individuals who share our commitment to inclusivity. Join us in creating a workspace where authenticity and diversity thrive.

Great Work Deserves Great Perks

Our office features amenities like a pool table, arcade machine, beer tap, and office dogs. Our benefits include:

• Salary: £25,000 + £3,000 night shift uplift + monthly bonuses
• Private Healthcare (dental and optician services)
• Worldwide travel insurance
• Anniversary Rewards (£250, £500, £750, and a 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

Interview Process

• First stage: 15-minute intro call with a Talent Team member
• Final stage: In-person assessment day on 20th, 22nd, 27th, or 29th May
• Start date: 30th June 2025

Other Info

Check out our 'Top Tips' for interviewing. Stay updated on new opportunities by following us on LinkedIn. Email [e-mail] with questions.

Excited to work here? Apply!

If you're interested in growing your career with our profitable fintech, click apply. We aim to respond within 3 working days, or up to 5 during busy periods.