Customer Support Team Leader New Cardiff

Capital On Tap; Cardiff; On-site; GBP 32,000 - 38,000; Full time

Job summary

A leading fintech company in Cardiff is seeking a Team Lead for their Customer Support team. This role involves driving performance, growth, and engagement within a team of agents, ensuring exceptional customer service. The ideal candidate will have strong leadership skills and a passion for team development. The position is office-based with a flexible working model after probation.

Benefits

Private Healthcare

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

Qualifications

• Experience in contact centre operations is essential.
• Genuine passion for team development.

Responsibilities

• Lead a team of up to 10 agents to deliver exceptional outcomes.
• Support the Customer Support Manager in driving departmental changes.
• Act as an escalation point for team support.

Skills

Attention to Detail

Data Analysis

Leadership

Customer Service

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 Support team works 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

As a Team Lead, your primary role is to drive performance, growth, and engagement within your team while fostering a supportive and accountable culture. Your success is reflected in your team’s results, satisfaction, and overall well-being. You’ll use your leadership skills to cultivate a high-performing, ambitious team and ensure industry-leading customer service.

• Lead a team of up to 10 agents to deliver exceptional outcomes for customers and the business.
• Support the Customer Support Manager in driving positive departmental changes.
• Develop team skills through 1:1s, coaching, huddles, and meetings.
• Build strong relationships with key internal stakeholders.
• Act as an escalation point for team support when needed.
• Remove obstacles preventing agents from delivering outstanding service.

Shifts

You’ll be joining our core Customer Service team. Working Monday-Saturday (1 Saturday in every 5 weeks) between 8am - 8pm. Shift patterns are:

• Week 1: 8am - 4:30pm (Monday-Friday)
• Week 2: 8am - 4:30pm (Monday-Friday)
• Week 3: 9am - 5:30pm (Monday-Saturday)
• Week 4: 9am - 5:30pm (Tuesday-Friday)
• Week 5: 11:30am - 8pm (Monday-Friday)
• Contact centre experience is essential.
• Strong attention to detail with the ability to identify and address inefficiencies.
• Experience analysing and interpreting basic data sets.
• A growth mindset—comfortable making mistakes, learning, and improving.
• Genuine passion for team development.
• Confidence in giving and receiving constructive feedback, including managing up.
• A drive for success, backed by a track record of achieving results in previous roles.

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. Check out our benefits:

• Salary £32,000 - £38,000.
• 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: 30-minute intro and values call with Talent Partner via Video call.
• Create a presentation to present at the final stage (details provided upon confirmation of final stage).
• Final stage: 60-minute competency-based interview and presentation with our Customer Support Manager, Head of Customer Support, and People Partner 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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