Customer Support Officer - Night Team 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 Operations team work from our Cardiff City Centre Office. After passing the probation period the requirement will be to work in 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 during the night shifts 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 You’ll be joining our customer service night team. Working Monday-Sunday (2 weekends in 4) Between the hours of 6pm-6am & 8pm-8am. Shift patterns are: 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 A minimum of 2 years customer service experience Someone who has worked similar shifts or unsociable hours 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 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: Salary £25,000 + £3, 000 uplift for working nights + 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 Tuesday 24th June, Thursday 26th June, Tuesday 1st July or Thursday 3rd July (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.) Apply for this job * indicates a required field First Name * Last Name * Email * Phone * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf 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 the 4th August 2025? * Select… Can you attend the assessment day on Tuesday 24th June, Thursday 26th June, Tuesday 1st July or Thursday 3rd July, 1:30pm – 5:30pm? * Tuesday 24th June: 1:30pm – 5:30pm Thursday 26th June: 1:30pm – 5:30pm Tuesday 1st July: 1:30pm – 5:30pm Thursday 3rd July: 1:30pm – 5:30pm Any 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 the 4th August to 15th September? (We won\’t be able to approve any time off during the first 6 weeks of training) * If so please specify dates needed. What is your salary expectations? * 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. What gender do you identify with Select… What is your age? Select… What is your ethnicity? Select… Do you consider yourself to have a disability or health condition? Select… #J-18808-Ljbffr