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- Tasks: Lead a dynamic team to deliver top-notch customer service and drive team performance.
- Company: Join Capital on Tap, a fintech helping small businesses thrive with innovative credit solutions.
- Benefits: Enjoy perks like private healthcare, a dog-friendly office, and a generous holiday allowance.
- Why this job: Make a real impact in a supportive culture while developing your leadership skills.
- Qualifications: Contact centre experience and a passion for team development are essential.
- Other info: Work in a fun office with games and snacks, plus enjoy flexible working after probation.
The predicted salary is between 28000 - 36000 £ per year.
Overview
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.
📈 Check out the development opportunities in the Customer Support team.
🏢 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 3 days a week, and 2 days from home.
What You2ll Be Doing
As a Team Lead, your primary role is to drive performance, growth, and engagement within your team while fostering a supportive and accountable culture. Your success is reflected in your team2s results, satisfaction, and overall well-being. You2ll use your leadership skills to cultivate a high-performing, ambitious team and ensure industry-leading customer service.
- Lead a team of up to 10 agents to deliver exceptional outcomes for customers and the business.
- Support the Customer Support Manager in driving positive departmental changes.
- Develop team skills through 1:1s, coaching, huddles, and meetings.
- Build strong relationships with key internal stakeholders.
- Act as an escalation point for team support when needed.
- Remove obstacles preventing agents from delivering outstanding service.
Shifts
You\’ll be joining our core Customer Service team. Working Monday-Saturday (1 Saturday in every 6 weeks) between the hours of 8am – 8pm. Shift patterns are:
- Week 1: 8am – 4:30pm (Monday-Friday)
- Week 2: 8am – 4:30pm (Monday-Friday)
- Week 3: 9am – 5:30pm (Monday-Saturday)
- Week 4: 9am – 5:30pm (Tuesday-Friday)
- Week 5: 9:30am – 6pm (Monday-Friday)
- Week 6: 11:30am – 8pm (Monday-Friday)
We\\u2019re Looking For
- Contact centre experience is essential, and a bonus if it\\u2019s in Financial Services
- Genuine passion for team development and a track record of coaching success.
- Strong attention to detail with the ability to identify and address inefficiencies.
- Experience in analysing and interpreting basic data sets.
- A growth mindseta comfortable making mistakes, learning, and improving.
- Confidence in giving and receiving constructive feedback, including managing up.
- A drive for success, backed by a track record of achieving results in previous roles.
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.
Benefits
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 £32,000 – £38,000 DOE
- 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
We want to make sure you get a great feel for what it\\u2019s like to work here:
- First stage: 30-minute intro and values call with Talent Partner (video call)
- Second stage: 60-minute CV overview and competency-based interview with one of our People Partners and Customer Support Team Leaders (in-person/video call)
- Final stage: 60-minute leadership and cultural fit with our Senior Customer Services Manager and Lead People Partner (in-person)
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\\u2019d 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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Customer Support Team Leader employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Leader
✨Tip Number 1
Familiarise yourself with Capital on Tap's mission and values. During your interview, demonstrate how your personal values align with theirs, especially regarding supporting small businesses. This will show that you're not just looking for a job, but are genuinely interested in contributing to their goals.
✨Tip Number 2
Prepare to discuss your leadership style and how you've successfully managed teams in the past. Be ready to share specific examples of how you've driven performance and engagement, as this role heavily focuses on team development and customer satisfaction.
✨Tip Number 3
Research common challenges faced by customer support teams in fintech. Being able to discuss these challenges and propose potential solutions during your interview will demonstrate your industry knowledge and problem-solving skills, which are crucial for this role.
✨Tip Number 4
Practice your presentation skills, as you'll need to create and present a presentation during the final stage of the interview process. Focus on clarity, engagement, and how you can effectively communicate your ideas to both your team and upper management.
We think you need these skills to ace Customer Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and leadership roles. Emphasise any achievements that demonstrate your ability to drive performance and engagement within a team.
Craft a Compelling Cover Letter: In your cover letter, express your passion for team development and customer service. Use specific examples from your past experiences to illustrate how you have successfully led teams and improved customer satisfaction.
Prepare for the Interview: Anticipate questions related to team management and customer service scenarios. Be ready to discuss your leadership style and how you handle challenges within a team setting. Prepare a presentation as requested for the final stage of the interview process.
Showcase Your Growth Mindset: In your application, highlight instances where you've learned from mistakes or adapted to new challenges. This aligns with the company's value of fostering a growth mindset and will demonstrate your suitability for the role.
How to prepare for a job interview at Capital on Tap
✨Showcase Your Leadership Skills
As a Customer Support Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on performance improvement and team engagement.
✨Understand the Company Culture
Familiarise yourself with Capital on Tap's mission and values. During the interview, express how your personal values align with theirs, especially regarding inclusivity and support for small businesses.
✨Prepare for Competency Questions
Expect competency-based questions that assess your problem-solving skills and ability to drive results. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Create an Engaging Presentation
For the final stage, you'll need to present. Make sure your presentation is clear, engaging, and relevant to the role. Highlight your strategies for team development and customer service excellence.
