Hybrid Customer Service Advisor — Help Small Biz Thrive (Cardiff)

Capital on Tap; Cardiff; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

Octopus EV Salary Sacrifice Scheme

28 days holiday

Annual Learning Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions

Dog Friendly Offices

Free drinks and snacks

Job summary

Capital on Tap in Cardiff is hiring for our Customer Service Team. You will be the friendly voice for small business owners, supporting them via phone, email and live chat, with a focus on quick, practical solutions.

The role is 37.5 hours per week, hybrid work (3 days in the office, 2 from home) with a 3-month office-first start. Shifts are Mon-Sat between 8am and 8pm, with 1 in 6 Saturdays and a rotation to 8pm once every six weeks.

Qualifications

• Strong customer service experience within a contact centre environment.
• Excellent verbal and written communication skills, with the ability to explain information clearly and professionally.
• Sound judgement and confidence when managing complex or sensitive customer enquiries.
• Proven ability to handle a high volume of requests while maintaining accuracy and quality.
• Proactive attitude, with a strong focus on resolving issues at the first point of contact.
• Empathetic and curious nature, with a genuine passion for helping people.

Responsibilities

• Providing friendly, professional support to customers via phone, email, and live chat.
• Resolving issues efficiently while taking full ownership of each case from start to finish.
• Listening carefully to understand concerns and delivering fair, practical solutions.
• Keeping up to date with products and policies to ensure accurate guidance and information is provided.
• Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements.
• Recognising customers who may need additional support and ensuring they receive the help they need.

Job description

Capital on Tap in Cardiff is hiring for our Customer Service Team. You will be the friendly voice for small business owners, supporting them via phone, email and live chat, with a focus on quick, practical solutions.

The role is 37.5 hours per week, hybrid work (3 days in the office, 2 from home) with a 3-month office-first start. Shifts are Mon-Sat between 8am and 8pm, with 1 in 6 Saturdays and a rotation to 8pm once every six weeks.