Head of Customer Service

Capital on Tap; Cardiff; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in Cardiff is seeking a Head of Customer Services to lead its contact centre. In this hybrid role, you will ensure an exceptional customer experience for clients in the UK and US. Candidates must have senior leadership experience in a contact centre, proven transformation success, and strong analytical skills. The role offers a dynamic work environment and significant opportunities for impact.

Benefits

Private Healthcare

Worldwide travel insurance

Salary Sacrifice Pension Scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Dog Friendly Offices

Free drinks and snacks

Qualifications

• Senior leadership experience in a financial services contact centre.
• Proven success leading transformation and scaling operations.
• Strong analytical skills to build and use MI.

Responsibilities

• Lead and grow a high-performing contact centre team.
• Drive improvements across customer service using data.
• Ensure seamless customer interactions for UK and US clients.

Skills

Leadership

Analytical skills

Customer service

Problem-solving

Job description

Overview

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.

Hybrid role: this position is based in Cardiff and requires three days a week in the office.

What You’ll Be Doing

As our Head of Customer Services, you’ll lead our Cardiff-based contact centre, supporting customers in the UK and US. You’ll ensure every interaction is seamless, every customer feels valued, and every teammate has the tools they need to do their best work.

• Lead and grow a high-performing team — coaching, supporting, and developing people to reach their potential.
• Create a culture where everyone feels connected, recognised, and motivated to do their best work.
• Drive improvements across customer service by using data, feedback, and technology to make things better and faster.
• Use insights to spot what’s working (and what’s not) and turn that into action.
• Set and track key performance goals to keep the team focused and on target.
• Simplify and standardise how we work, so customers get a consistent, top-quality experience.
• Work closely with teams across the business to ensure customers get the right support, every time.
• Shape the future of our customer operations using customer feedback and data to guide decisions.
• Demonstrate experience in great customer service, especially in financial services.
• Communicate confidently to build trust and get the best out of people.
• Led large, fast-paced teams and thrived in a dynamic environment.
• Be a problem-solver who uses data and insight to make smart, evidence-based decisions.
• Be adaptable, pragmatic, and ready to roll up your sleeves when needed.

Must Have

• Senior leadership experience in a financial services contact centre.
• Proven success leading transformation and scaling operations.
• A balance of big-picture strategy and operational know-how.
• Strong analytical skills — able to build and use MI to run a world-class operation.
• A hands-on, resilient leader who inspires accountability and continuous improvement.

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, so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs for good measure. Check out our benefits:

• 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.

Recruitment Stages

• First stage: 30 minute intro and values call with Talent Partner (Video call)
• Second stage: 45 minute experience and technical overview with Customer Operations Director (In person)
• Third Stage: 45 minute leadership fit with Lead People Partner and a peer (In person)
• Final stage: 30 minute overall fit with a member of the c-suite (Google Meet)

Excited to work here? Apply! We aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).

Interested in building your career at Capital on Tap? Get future opportunities sent straight to your email.

UK DE&I Data

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.

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.

All of the questions we ask are optional and will not affect your application. You don't have to share this with us and we won't consider it as part of your application. If you choose not to share this info, it won't impact your application in any way.

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