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- Tasks: Lead our night-shift team to deliver top-notch customer service for UK and US markets.
- Company: Join Capital on Tap, a fintech helping small businesses thrive globally.
- Benefits: Enjoy private healthcare, 28 days holiday, and a fun office environment.
- Why this job: Make a real impact while working flexible hours in a dynamic team.
- Qualifications: Proven leadership in customer service and a knack for problem-solving.
- Other info: Embrace inclusivity and enjoy perks like free snacks and office dogs.
The predicted salary is between 36000 - 60000 £ 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.
Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment. This is a remote role. Your team will be a mixture of office based (in Cardiff) and remote employees. You must be based in the UK.
What You'll Be Doing
- Reporting to the Head of Customer Services you will lead our night-shift operations, overseeing a dedicated team of Team Leaders serving both our UK and US markets.
- Your mission is to maintain the highest standards of first-line support during off-peak hours, ensuring a seamless experience for our global customer base.
- You will act as a strategic bridge between night-shift operations and the wider business, driving operational excellence and ensuring our nocturnal service aligns perfectly with Capital on Tap's overarching goals.
- Enhance the US customer experience by proactively identifying friction points and spearheading process optimisation that align business goals with customer satisfaction.
- Oversee team performance and service delivery standards, providing expert support for escalations while maintaining a proactive approach to problem-solving.
- 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 to cultivate a culture of accountability, collaboration and continuous improvement.
- Implement best practices and standard operating procedures to drive consistency.
- Collaborate with other departments to optimise customer interactions and identify training needs.
We're Looking For
- A flexible people leader who thrives in non-traditional shift patterns, bringing subject matter expertise in Financial Services contact centre management to our evening/night-shift operations.
- A highly effective communicator possessing excellent leadership skills, fostering effective interaction and collaboration with key stakeholders.
- A proven track record of successfully leading and managing high-performing teams within a fast paced and dynamic environment.
- An individual who possesses a deep understanding of customer service processes and has consistently driven operational improvements.
- Analytical thinker with the ability to interpret complex data and implement evidence-based decisions.
- An adaptable, pragmatic and resilient leader with a hands-on approach to problem solving.
Working Pattern & Flexibility
To provide seamless support for our customers, this role requires a flexible approach to scheduling. The standard working pattern is based on a 4-day condensed week, consisting of 10-hour shifts. While shift patterns may evolve to meet changing business requirements, a typical schedule would look like this:
- Monday: 2:00 PM – 1:00 AM
- Tuesday: 3:00 PM – 2:00 AM
- Wednesday: 3:00 PM – 2:00 AM
- Thursday: 3:00 PM – 2:00 AM
This schedule offers a consistent three-day weekend while ensuring high-impact leadership during peak US operational hours.
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 optician 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
- Lease a brand-new electric car through our 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.)
Customer Service Manager - Midnights employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - Midnights
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing a role at Capital on Tap. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by understanding the company culture and values. Capital on Tap loves innovation and problem-solving, so think of examples from your past that showcase these skills. Be ready to discuss how you can contribute to their mission!
✨Tip Number 3
Practice your leadership stories! As a Customer Service Manager, you'll need to demonstrate your ability to lead and develop teams. Share specific instances where you've successfully managed a team or improved processes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining the team at Capital on Tap. Good luck!
We think you need these skills to ace Customer Service Manager - Midnights
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service management, especially in financial services. We want to see how your skills align with our mission to support small businesses!
Showcase Your Leadership Skills: As a Customer Service Manager, you'll be leading a team. Use your application to demonstrate your leadership style and any successful team management experiences. We love seeing how you’ve fostered growth and collaboration in past roles!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your achievements and experiences are easy to read and understand. Bullet points can help highlight key information!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to receive your application and start the conversation about your future with Capital on Tap!
How to prepare for a job interview at Capital on Tap
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service processes and best practices. Capital on Tap is all about providing top-notch support, so be ready to discuss how you've driven operational improvements in previous roles.
✨Show Off Your Leadership Skills
As a Customer Service Manager, you'll need to lead a team effectively. Prepare examples of how you've built high-performing teams and fostered a culture of accountability and collaboration. Highlight any specific achievements that demonstrate your leadership prowess.
✨Be Ready for Problem-Solving Scenarios
Expect to tackle some hypothetical scenarios during the interview. Think about how you would handle escalations or optimise processes to enhance customer experience. Show them you're an analytical thinker who can make evidence-based decisions.
✨Embrace Flexibility and Adaptability
This role requires a flexible approach to scheduling, so be prepared to discuss your experience with non-traditional shift patterns. Share how you've adapted to changing business needs in the past and how you thrive in dynamic environments.
