Customer Support Officer - Night Team Cardiff

Capital On Tap; Cardiff; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading fintech company is seeking a Customer Service Representative to join their night team in Cardiff. This role involves assisting small business owners by providing support via various communication channels to resolve issues effectively. The ideal candidate will have a strong customer service background and be ready to work flexible night shifts. Great benefits include a competitive salary, additional bonuses for night work, and a vibrant office culture with unique perks.

Benefits

Private Healthcare including dental and optician services

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Free drinks and snacks in our offices

Qualifications

• A minimum of 2 years customer service experience.
• Experience working shifts or unsociable hours.
• Ability to manage high volumes of enquiries.

Responsibilities

• Servicing customers via phone, emails, and chat during night shifts.
• Resolving customer inquiries to ensure satisfaction.
• Providing accurate information about the company's products and services.

Skills

Communication

Problem Solving

Customer Service

Time Management

Tools

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.

This is an office-based role, the Customer Operations 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 DoingYou’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 during the night shifts
• 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 customer service night team. Working Monday-Sunday (2 weekends in 4) Between the hours of 6pm-6am & 8pm-8am. Shift patterns are:

• Week 1: 4 on, 3 off
• Week 2: 3 on, 1 off, 3 on
• Week 3: 3 off, 4 on
• Week 4: 7 days off
• A minimum of 2 years customer service experience
• Someone who has worked similar shifts or unsociable hours
• 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 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:

Salary £25,000 + £3, 000 uplift for working nights + 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 or 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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Why do you want to work for Capital on Tap, and what excites you about this role? *

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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Imagine you’re speaking to a customer who is unhappy about a declined transaction on their Capital on Tap card. They’re frustrated and feel they haven’t been given a clear reason. Please aim to write 250-500 words.

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Can you attend the assessment day on Tuesday 24th June, Thursday 26th June, Tuesday 1st July or Thursday 3rd July, 1:30pm - 5:30pm? *

Tuesday 24th June: 1:30pm - 5:30pm

Thursday 26th June: 1:30pm - 5:30pm

Tuesday 1st July: 1:30pm - 5:30pm

Thursday 3rd July: 1:30pm - 5:30pm

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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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