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- Tasks: Be the go-to person for small business owners, solving their problems and providing support.
- Company: Join Capital on Tap, a fintech helping over 200,000 businesses thrive with innovative solutions.
- Benefits: Enjoy perks like private healthcare, bonuses, a dog-friendly office, and a fun work environment.
- Why this job: Make a real impact while working in a supportive, inclusive culture that values your ideas.
- Qualifications: Must have 2 years of customer service experience and excellent communication skills.
- Other info: Work night shifts with flexible patterns and enjoy a vibrant office atmosphere.
The predicted salary is between 20000 - 30000 £ 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 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.
- 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
Requirements
- 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.
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).
Customer Support Officer - Night Team Cardiff employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Officer - Night Team Cardiff
✨Tip Number 1
Familiarise yourself with Capital on Tap's mission and values. Understanding their commitment to helping small businesses will allow you to align your answers during the interview with their goals, showcasing your passion for customer service.
✨Tip Number 2
Prepare for the assessment day by practising common customer service scenarios. Think about how you would handle frustrated customers or resolve issues quickly, as this role requires excellent problem-solving skills.
✨Tip Number 3
Since this is a night shift role, highlight any previous experience working unsociable hours. This will demonstrate your adaptability and readiness for the unique challenges of the night team.
✨Tip Number 4
Showcase your communication skills by preparing examples of how you've effectively communicated with diverse customers in the past. This will be crucial in demonstrating your ability to connect with small business owners from various backgrounds.
We think you need these skills to ace Customer Support Officer - Night Team Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant customer service experience, especially in handling inquiries during unsociable hours. Mention specific skills that align with the job description.
Showcase Your Passion: In your application, express why you are excited about working for Capital on Tap. Discuss your enthusiasm for helping small business owners and how you can contribute to their mission of making lives easier.
Demonstrate Problem-Solving Skills: When answering the question about handling a frustrated customer, provide a clear example of a similar situation you've faced. Outline your approach to resolving the issue and ensuring customer satisfaction.
Be Clear and Concise: While writing your responses, aim for clarity and brevity. Stick to the word limits provided (250-500 words) and ensure your points are well-structured and easy to follow.
How to prepare for a job interview at Capital on Tap
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping customers. Capital on Tap values great customer service, so share specific examples of how you've gone above and beyond to assist customers in the past.
✨Prepare for Scenario Questions
Expect to be asked how you would handle difficult situations, such as a frustrated customer. Think through your responses ahead of time, focusing on empathy, problem-solving, and clear communication.
✨Understand the Company’s Mission
Familiarise yourself with Capital on Tap's mission to support small businesses. Be ready to discuss how you can contribute to this goal and why it resonates with you personally.
✨Demonstrate Flexibility and Team Spirit
Since this role involves night shifts and teamwork, highlight your ability to adapt to different working hours and collaborate effectively with colleagues. Share any relevant experiences that showcase your flexibility.
