Customer Service Advisor - Days
Capital on Tap
Salary undisclosed
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Description
We’re Capital on Tap 👋
💳 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 | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months).
💸 £26,500 starting salary
⏰ 16th November start date
☎️ 37.5 hours per week - the shifts are Monday to Saturday between 8am and 8pm. You will work 1 in 6 Saturdays (no Sundays!) and just 1 week of shifts til 8pm in the 6 week shift rotation
Customer Service Team 🚀
Our Customer Service team are the friendly voice of Capital on Tap - often the first people our business owners turn to when they need assistance. We strive to support our customers across phone, email, and live chat, taking ownership of each issue from start to finish, and providing clear and practical solutions. You will play an important role in improving customer experience, and building strong relationships with our business owners by providing the best service possible.
What You’ll Be Doing 🗃️
- 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
We’re Looking For 🔎
- 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
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.
Even if you don’t have all of the necessary skills, we still encourage you to apply.
Interview Process 🤝
- Stage 1: First stage: 15-minute intro and values call with Talent Partner (Video call)
- Stage 2: Final stage: 45-minute virtual interview with members of the Customer Service Management team
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:
🏥 Private Healthcare including dental and opticians 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
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 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.
Other Info
👍Check out our ‘Top Tips’ for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧Email careers@capitalontap.com if you have any questions.
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.)
About this role
Capital on Tap's Customer Service team is the frontline for their growing base of small business customers, handling inquiries across phone, email, and live chat. In this role, you'd own customer issues from start to finish, diagnosing problems and delivering practical solutions while maintaining accuracy under volume. The work involves staying current with their expanding product suite—from business credit cards to savings tools—so you can guide customers confidently through both routine and complex situations.
You'll need solid contact centre experience and strong communication skills, particularly the ability to explain financial concepts clearly and handle sensitive enquiries with sound judgment. The role rewards a proactive mindset: the company values people who spot ways to improve processes and genuinely want to help, not just process tickets. You'd be based in Cardiff with a hybrid arrangement after an initial three-month office-based period, working a rotating shift pattern that includes one Saturday in six but no Sundays, with just one week per rotation extending to 8pm.
The position starts 16th November at £26,500 annually for 37.5 hours per week. Beyond standard benefits like 28 days holiday and a pension scheme, Capital on Tap offers private healthcare, learning budgets, enhanced parental leave, and a notably casual office environment with pool tables and dogs. If you're looking to build a career in a profitable, fast-moving fintech rather than a traditional bank, this could be a solid entry point.
How this employer is doing
solid
- Recently Raised Funding
This role's local market on JobMinglr
Pay for this role
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