At a Glance
- Tasks: Provide friendly support to customers via phone, email, and live chat.
- Company: Join Capital on Tap, a fintech helping small businesses thrive.
- Benefits: Enjoy private healthcare, 28 days holiday, and a fun office environment.
- Other info: Dynamic team culture with opportunities for growth and inclusivity.
- Why this job: Make a real difference for small business owners while developing your skills.
- Qualifications: Strong communication skills and a passion for helping people.
The predicted salary is between 25185 - 30000 £ per year.
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.
Location: Cardiff | Office-based for the first 3 months, then 3 days in office, 2 from home. Shifts: 37.5 hours per week Monday - Saturday, between 8am - 8pm on a 6-week shift pattern. You will work 1 in 6 Saturdays.
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. The team plays 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.
Requirements:
- Strong customer service experience, ideally within a call centre or financial services environment.
- Strong 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.
- The ability to work independently while also contributing effectively within a fast-paced team environment.
Our Values:
- 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.
Application Process:
- Stage 1: 20-minute intro and values call with Talent Partner (Video call).
- Stage 2: 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.
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.
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).
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.
Customer Service Advisor - Days Cardiff employer: Capital on Tap
At Capital on Tap, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Cardiff that fosters growth and inclusivity. Our employees enjoy a range of benefits including private healthcare, generous holiday allowances, and a fun office environment complete with games and snacks, all while contributing to our mission of supporting small businesses. With opportunities for career progression and a commitment to employee well-being, we ensure that every team member feels valued and empowered to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Days Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capital on Tap. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capital on Tap before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor - Days Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capital on Tap:Your cover letter is your chance to shine! Tell us why you want to work at Capital on Tap specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capital on Tap!
How to prepare for a job interview at Capital on Tap
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
