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. We’re not just another call centre — we’re the people small business owners rely on every single day. You’ll get the space to solve problems creatively, make decisions, and see your impact right away.

This is a hybrid-based role, working from our Cardiff City Centre Office. Once you’ve passed your probation, you’ll be in the office 3 days a week and 2 days from home.

What You’ll Be Doing

• You’ll be the friendly face (or voice!) of Capital on Tap — the first person our customers turn to when they need help.
• Servicing customers over phone, email, and live chat — always keeping it friendly and professional.
• Solving problems fast and owning each customer’s issue from start to finish.
• Listening carefully, understanding what’s gone wrong, and finding fair solutions that make sense.
• Staying up to date with our products and policies so you can offer accurate advice.
• Spotting opportunities to make things better — from improving FAQs to suggesting process changes.
• Identifying customers who might need extra support and making sure they get it.

This isn’t just about answering questions — it’s about building relationships and helping small business owners succeed.

Shifts

We offer a variety of shift patterns so we can support our customers around the clock. We’ll talk about your preferences during the interview.

Core Team Working Monday–Saturday (1 Saturday every 6 weeks), between 8am–8pm, on a rotating 6‑week pattern:

• Week 1: 8am – 4:30pm
• Week 2: 8am – 4:30pm
• Week 3: 9am – 5:30pm (+Saturday shift)
• 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: 12:30pm – 9pm
• Week 2: 3:30pm – Midnight

We’re Looking For

You’ll thrive in this role if you have:

• 2+ years of customer service experience (financial services experience strongly preferred).
• Excellent written and verbal communication skills.
• Strong judgment and confidence in handling complex or sensitive queries.
• The ability to manage high volumes of enquiries without compromising quality.
• A proactive, solutions-focused approach — you love to get things “right first time”.
• Empathy, curiosity, and a genuine desire to help people.
• The ability to work both independently and in a fast-paced team environment.

We’re not looking for perfection — we’re looking for people who care, think critically, and want to grow.

Diversity & Inclusion We believe that different perspectives make us stronger. We welcome and encourage applicants from all backgrounds and experiences to join our team. Come as you are — we’re building a culture where everyone belongs.

Great Work Deserves Great Perks We 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 £26,500 + monthly bonuses (part-time salary to be discussed at interview stage).
• 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 – Tuesday 17th, Wednesday 18th and Thursday 19th February 1pm–5pm (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).

Diversity 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.