Customer Support Officer New Cardiff

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 an office-based role, the Customer Support team works from our Cardiff City Centre Office. After passing the probation period the requirement will be to work in the office 4 days a week, and 1 from home.

What You’ll Be Doing You’ll be the first point of contact for small business owners. Our customers are trying to build their businesses, and we don’t want to get in the way. You’ll solve problems, fix things that aren’t working for them, and give them a leg up when they need it. Most importantly, you’ll be able to listen to our customers and understand from them how we can build a better business.

• Servicing our customers via phone, emails and chat
• Resolve customer inquiries promptly and professionally, ensuring full customer satisfaction
• Understand the importance of objection handling to ensure customers\’ needs are explained clearly and fairly
• Maintain a comprehensive understanding of the company\’s products, services, and policies to provide accurate information and advice
• Identify opportunities for process improvements and contribute ideas for enhancing the overall customer experience.
• Identifying our vulnerable customers and ensuring they get the right support

Shifts
We offer a variety of shift patterns to support our customers around the clock. Please see the different teams and shift options available:

Core Team:
Working Monday–Saturday (1 Saturday in every 6 weeks), between the hours of 8am–8pm. Rotating 6-week pattern:

• Week 1: 8am – 4:30pm
• Week 2: 8am – 4:30pm
• Week 3: 9am – 5:30pm
• Week 4: 9am – 5:30pm
• Week 5: 9:30am – 6pm
• Week 6: 11:30am – 8pm

Midnights Team:
Working Monday–Friday, rotating every other week:

• Week 1: 2pm – 10:30pm
• Week 2: 3:30pm – Midnight
• 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
• Saturday: 8am – 8pm
• Sunday: 8am – 8pm
• Monday: 8am – 8pm

We’ll talk through your preferred team and availability during the interview process.

• A minimum of 2 years of customer service experience
• Great communication skills, can communicate with a wide variety of people both verbally and in writing
• Experience using CRM’s
• An excellent problem solver who can focus on providing our customers with resolutions quickly
• The ability to manage high volumes of enquiries without compromising service quality
• Can work independently and as part of a team in a fast-paced environment

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 PerksWe believe in balancing hard work with a bit of fun, so our office is designed for both productivity and play. From a pool table and PlayStation to a few office dogs roaming around, we’ve created a space where you can relax and recharge. Check out the perks we offer:

Salary from £25,000 + monthly bonuses
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
️ 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 .

Interview Process

• First stage: 15-minute intro call with a member of the Talent Team (Phone call)
• Final stage: Attend an assessment day on either Wednesday 6th August, Thursday 7th August, Tuesday 12th August and Thursday 14th August (In person)

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.)

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How did you hear about this vacancy? *

Why do you want to work for Capital on Tap, and what excites you about this role? *

We’re looking for people who are passionate about great customer service and eager to be part of our team. Tell us why you’re excited about this opportunity. Please aim to write 250-500 words.

How would you handle a frustrated customer who is unhappy with our service? *

Imagine you’re speaking to a customer who is unhappy about a declined transaction on their Capital on Tap card. They’re frustrated and feel they haven’t been given a clear reason. Please aim to write 250-500 words.

At any point, will you require a VISA sponsorship to work in the UK? (Please note that we are unable to provide sponsorship at any point for this role) * Select…

Do you have any convictions or conditional cautions which are currently unspent under the Rehabilitation of Offenders Act 1974? * Select…

If yes, please provide information

Please confirm you understand this role is office based and that you can commute to the Cardiff office. * Select…

Can you start on Monday, 15th September 2025? * Select…

Can you attend the assessment day on Wednesday 6th August, Thursday 7th August, Tuesday 12th August and Thursday 14th August, 1:30pm – 5:30pm? *

Thursday 7th August

Tuesday 12th August

Thursday 14th August

Which industry have you most recently worked in? * Select…

What is your current working model? * Select…

What is your preferred working model? (Please note this is an office based role) *

Remote

Hybrid (3 days or more in the office)

Hybrid (Less than 3 days in the office)

Office full time

No preference

Do you have any annual leave booked from 15th September to 27th October? (We won\’t be able to approve any time off during the first 6 weeks of training) *

If so please specify dates needed.

What shift pattern would you like to be considered for? * Select…

Core Team
Working Monday–Saturday (1 Saturday in every 6 weeks), between the hours of 8am–8pm. Rotating 6-week pattern:

• Week 1: 8am – 4:30pm
• Week 2: 8am – 4:30pm
• Week 3: 9am – 5:30pm
• Week 4: 9am – 5:30pm
• Week 5: 9:30am – 6pm
• Week 6: 11:30am – 8pm

Midnights Team:
Working Monday–Friday, rotating every other week:

• Week 1: 2pm – 10:30pm
• Week 2: 3:30pm – Midnight
• 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
• Saturday: 8am – 8pm
• Sunday: 8am – 8pm
• Monday: 8am – 8pm

What\’s your notice period? *

Please confirm you have read and understood our Candidate Privacy Notice. * Select…

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.

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.

All of the questions we ask are optional and will not affect your application. You don\’t have to share this with us and we won\’t consider it as part of your application. If you choose not to share this info, it won\’t impact your application in any way.

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