Customer Service Team Leader

Capital on Tap

United States

Hybrid

USD 43,000 - 56,000

Full time

3 days ago

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Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

28 days holiday plus bank holidays

Pension scheme

Cycle to Work

Annual Learning budget

Enhanced Parental Leave

Dog Friendly Offices

Job summary

Capital on Tap is hiring a Team Leader for its Customer Service department in Cardiff with hybrid work options. You’ll lead a 10-strong agent team, coach them, and partner with the Customer Service Manager to drive improvements.

You’ll build relationships with internal teams, handle escalations, and handle out-of-hours coverage. A passion for developing people and delivering great service is essential.

Qualifications

Experience leading a customer service team in a contact centre.
Proven coaching success with development plans.
Ability to analyse basic data to support decisions.

Responsibilities

Lead a team of around 10 agents to deliver customer and business outcomes.
Develop team capability through 1:1s, coaching, huddles, and team meetings.
Support the Customer Service Manager in delivering department improvements.
Build strong relationships with internal stakeholders.
Act as escalation point for team support, including out-of-hours shifts.
Identify and remove barriers to deliver excellent service.

Skills

Leadership

Contact centre experience

Coaching

Data analysis (basic)

Attention to detail

Feedback

Job description

We're Capital on Tap

Capital on Tap started because small businesses were underserved. Big banks were slow, their products wasn'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

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: