Customer Service Team Leader

Capital on Tap

Cardiff (AL)

Ibrido

USD 43.000 - 56.000

Tempo pieno

7 giorni fa

Candidati tra i primi

Aumenta le possibilità di ricevere una risposta da questo datore di lavoro

Il tuo curriculum e una lettera di presentazione personalizzati, che corrispondono esattamente a ciò che sta cercando.

Supera i filtri ATS

Vantaggi offerti da questo lavoro

Private Healthcare including dental &

Worldwide travel insurance

Anniversary Rewards

Salary Pension Scheme

Octopus EV Scheme

28 days holiday

Learning & Wellbeing Budget

Parental Leave

Cycle to Work

Season Ticket Loan

Therapy sessions

Dog-friendly offices

Drinks & snacks

Descrizione del lavoro

Capital on Tap is seeking a dedicated Team Leader to guide a night-shift Customer Service team in Cardiff, with remote flexibility. You’ll drive performance, coaching, and engagement while maintaining a supportive culture.

You’ll lead ~10 agents, manage escalations, collaborate with internal stakeholders, and shape service improvements across out-of-hours shifts to ensure exceptional customer outcomes.

Competenze

Proven leadership of a contact centre or service team.
Experience coaching and developing team members.
Ability to analyse basic data to inform decisions.
Drive for improving processes and delivering strong results.

Mansioni

Lead a team of around 10 agents to deliver outstanding customer and business outcomes.
Develop team capability through 1:1s, coaching, huddles and team meetings.
Support Customer Service Manager in driving departmental improvements.
Build strong relationships with internal stakeholders.
Act as escalation point for team support, especially during out-of-hours shifts.
Remove barriers that hinder agents from delivering excellent service.

Conoscenze

Team leadership

Contact centre experience

Coaching

Data analysis

Feedback

Delivering results

Stakeholder management

Descrizione del lavoro

We’re Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!

Cardiff | Remote with flexibility to be in office when required.

Customer Service

We’re not just another contact centre — we’re the team small business owners rely on every day. You’ll have the space to solve problems creatively, make confident decisions, and see the real impact of your work.

As a Team Leader, your role is to drive performance, engagement, and development within your team while creating a supportive and accountable culture. Your success will be reflected in your team’s performance, satisfaction, and wellbeing.

What You’ll Be Doing

Lead a team of around 10 agents to deliver exceptional customer and business outcomes.
Develop team capability through 1:1s, coaching, huddles, and team meetings.
Support the Customer Service Manager in delivering positive departmental improvements.
Build strong relationships with internal stakeholders.
Act as an escalation point for team support, particularly during out-of-hours shifts.
Remove barriers preventing agents from delivering excellent service.

Our Values & Culture

Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
Why Not Today: Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For

Natural leadership ability with resilience to manage a dynamic out-of-hours team.
Contact centre experience (financial services experience is a bonus).
Passion for coaching and developing others with proven coaching success.
Strong attention to detail and ability to identify process improvements.
Comfortable analysing and using basic data to support decisions.
Growth mindset with confidence giving and receiving feedback, including managing up.
Track record of delivering strong results (shift or unsociable hours experience is a plus).

Shifts

Fixed 5.30pm - 2.00am Monday - Friday

Interview Process

Stage 1: 30-minute video interview with Talent Partner
Stage 2: 60-minute in person interview with the Manager of Customer Service Midnights Team
Final stage: 60-minute leadership and cultural fit with our Head of Customer Service

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