At a Glance
- Tasks: Lead and innovate in our customer service contact centre, enhancing efficiency and customer experience.
- Company: Join Capital on Tap, a thriving fintech revolutionising small business finance.
- Benefits: Enjoy private healthcare, generous holiday, and a fun office environment with perks.
- Other info: Dynamic culture with opportunities for professional growth and a focus on inclusivity.
- Why this job: Shape the future of customer service while making a real impact in a fast-paced fintech.
- Qualifications: Proven experience in contact centre management and strong leadership skills required.
The predicted salary is between 32000 - 40000 £ per year.
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.
Customer Operations is the beating heart of Capital on Tap, making sure everything runs smoothly for our customers. Customer Service is at the frontline 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
- Reporting to the Head of Customer Services, the Senior Customer Services Manager will play a pivotal role in shaping the future of our contact centre, leading teams that serve our UK and US business customers.
- This role goes beyond day-to-day people leadership: you will be the driving force behind how the contact centre evolves, using technology and a deep understanding of why customers contact us to reduce friction, improve efficiency, and deliver an outstanding customer experience.
- Drive the contact centre forward by identifying and implementing technology and tooling that improves efficiency, colleague experience, and customer outcomes.
- Build a deep understanding of the root causes of customer contact, using data and insight to inform process redesign, self-serve options, and contact deflection strategies.
- Translate contact driver analysis into tangible action plans that reduce avoidable contact and improve first-contact resolution.
- Build and lead a high-performing team, focusing on professional growth and personal development.
- Champion engagement, recognition, and team development to foster connection, alignment, and a shared sense of purpose.
- Lead, mentor and support customer-facing colleagues and Team Leaders to cultivate a culture of accountability, collaboration, and continuous improvement.
- Oversee team performance and service delivery standards, providing expert support for escalations while maintaining a proactive approach to problem-solving.
- Collaborate with other departments to optimise customer interactions, influence product and process improvements, and identify training needs.
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
- A senior leader with significant experience in contact centre management within a financial services environment.
- A track record of using technology and automation to drive operational improvement within a customer service or contact centre setting.
- Strong analytical capability, with experience interpreting contact driver and customer insight data to shape strategy and reduce unnecessary contact.
- A highly effective communicator with excellent leadership skills, able to foster collaboration with key stakeholders across the business.
- A proven track record of successfully leading and managing high-performing teams within a fast-paced and dynamic environment.
- A deep understanding of customer service processes, with a history of driving measurable operational improvements.
Interview Process
- Stage 1: 30 minutes with a Talent Partner
- Stage 2: 60 minutes with the Head of Customer Service
- Stage 3: 60 minutes with the Customer Operations Director and Lead People Partner
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
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).
Senior Customer Services Manager in 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 innovation and collaboration. Our commitment to employee growth is evident through our comprehensive benefits package, including private healthcare, generous holiday allowances, and a focus on professional development, all while enjoying a fun and engaging office environment. Join us to be part of a dynamic team that values your contributions and supports your career journey in the fast-paced fintech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Services Manager in Cardiff
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Capital on Tap. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Senior Customer Services Manager in Cardiff
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Capital on Tap.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Capital on Tap's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Capital on Tap
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Capital on Tap.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Capital on Tap will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Capital on Tap employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
