At a Glance
- Tasks: Design and deliver engaging training for our Customer Service Advisors in a dynamic environment.
- Company: Join Capital on Tap, a forward-thinking financial platform revolutionising support for small businesses.
- Benefits: Enjoy private healthcare, generous holiday, and a supportive work culture with free snacks!
- Other info: Diverse and inclusive workplace with excellent career progression opportunities.
- Why this job: Make a real difference by empowering customer service teams to excel and grow.
- Qualifications: Experience in training within contact centres and a passion for learning and development.
The predicted salary is between 30000 - 40000 £ per year.
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.
Location: Cardiff – 3 days per week in the office.
Customer Service / Customer Operations
Customer Operations is the beating heart of Capital on Tap, making sure everything runs smoothly for our customers. Customer Service is the front line of Customer Operations – the first people our customers talk to when they need help and the face of the business.
What You’ll Be Doing
- Deliver and design training across onboarding, skills development and quality improvement for our frontline Customer Service Advisors who work 24/7 in our Cardiff office and remotely.
- Design and deliver blended learning programmes across our voice, chat and email teams.
- Facilitate our onboarding journey, both in‑person and remote, in Customer Service so we set our advisors up for success from day one.
- Work with the Training and Competency Manager to build internal talent pipelines, from advisor to team leader, and team leader to ops manager.
- Provide hands‑on coaching and support to new joiners during their initial weeks, acting as their first point of contact for training‑related questions.
- Work closely with the Head of Customer Service and Operations Managers to identify performance gaps and areas for development.
- Introduce modern, scalable learning methods – moving beyond classroom‑only sessions to accommodate 24/7 shift patterns, diverse learning styles and a growing team.
Qualifications
- Proven background in training and learning in a contact centre and financial services (FCA regulated) environment.
- Track record of designing and delivering blended learning solutions.
- Hands‑on facilitation and delivery of training and onboarding programmes.
- Strong understanding of learning principles, instructional design methodologies, and training evaluation techniques.
Diversity & Inclusion
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity.
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.
Equal Opportunity Statement
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.
Operational Trainer - Customer Service New Cardiff employer: Capital on Tap
At Capital on Tap, we pride ourselves on being an exceptional employer that champions the growth and development of our employees. Located in Cardiff, our vibrant work culture fosters inclusivity and collaboration, offering a range of benefits such as private healthcare, generous holiday allowances, and a commitment to employee wellbeing. As an Operational Trainer, you'll play a pivotal role in shaping the future of our Customer Service team, with ample opportunities for career progression and personal development in a dynamic financial services environment.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Trainer - Customer Service New 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 Operational Trainer - Customer Service New 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.
