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- Tasks: Lead a dynamic team to deliver exceptional customer service and drive performance.
- Company: Join Capital on Tap, a fintech helping small businesses thrive.
- Benefits: Enjoy private healthcare, generous holiday, and a supportive work culture.
- Why this job: Make a real impact while developing your leadership skills in a fast-paced environment.
- Qualifications: Natural leader with contact centre experience and a passion for coaching.
- Other info: Flexible shifts and a commitment to inclusivity make this a great opportunity.
The predicted salary is between 36000 - 60000 £ per year.
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 around the world and our goal is to help 1 million small businesses by 2030.
Location & Work Arrangement: Cardiff | 3 days per week in the office, 2 at home.
About the Role: We are not just another contact centre — we are the team small business owners rely on every day. As a Team Leader, you will drive performance, engagement and development within your team while creating a supportive and accountable culture.
Responsibilities:
- 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.
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? Speed and simplicity give 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 is hard.
- Owners and Dates: We do not 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.
Qualifications:
- 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: Nights Team – Working Monday‑Sunday (2 weekends in every 4), covering between 6 pm–6 am or 8 pm–8 am. 4‑week rolling shift pattern:
- Week 1: 4 on, 3 off
- Week 2: 3 on, 1 off, 3 on
- Week 3: 3 off, 4 on
- Week 4: 7 days off
Interview Process:
- Stage 1: 30‑minute video interview with Talent Partner.
- Stage 2: 60‑minute CV overview and competency‑based interview (in‑person / video call).
- Final stage: 60‑minute leadership and cultural fit with Head of Customer Service and Lead People Partner (in‑person).
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.
Other Info:
- Keep updated on new job opportunities by following us on LinkedIn.
- Email careers@capitalontap.com if you have any questions.
- Check out our 'Top Tips' for interviewing.
Apply if you would 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).
Customer Service Team Leader - Midnights in Cardiff employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader - Midnights in Cardiff
✨Tip Number 1
Get to know the company inside out! Research Capital on Tap's mission and values, and think about how your experience aligns with their goals. This will help you stand out during interviews.
✨Tip Number 2
Practice makes perfect! Prepare for the competency-based interview by thinking of examples from your past that showcase your leadership skills and ability to drive team performance. We want to hear your success stories!
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral.
✨Tip Number 4
Be ready to show your growth mindset! During interviews, be open about your learning experiences and how you've used feedback to improve. Capital on Tap values continuous development, so let that shine through!
We think you need these skills to ace Customer Service Team Leader - Midnights in Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Service Team Leader role. Highlight your leadership experience and any contact centre work you've done, especially in financial services.
Showcase Your Coaching Skills: Since coaching is a big part of this role, include examples of how you've successfully developed others in previous positions. We want to see your passion for helping team members grow!
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points where possible and make sure your key achievements stand out. We love clarity and attention to detail!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Capital on Tap
✨Know the Company Inside Out
Before your interview, make sure you understand Capital on Tap's mission and values. Familiarise yourself with their all-in-one business credit card and spend management platform. This will help you demonstrate your genuine interest in the company and how you can contribute to their goal of helping small businesses.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to highlight your leadership experience. Prepare examples of how you've successfully led teams, coached individuals, and driven performance. Be ready to discuss specific situations where you removed barriers for your team or implemented process improvements.
✨Prepare for Competency Questions
Expect competency-based questions during the interview. Think about scenarios where you've demonstrated resilience, attention to detail, and a growth mindset. Use the STAR method (Situation, Task, Action, Result) to structure your answers and clearly convey your achievements.
✨Emphasise Your Coaching Passion
Capital on Tap values coaching and development, so be prepared to talk about your passion for helping others grow. Share specific examples of how you've successfully coached team members in the past and the positive outcomes that resulted from your efforts.