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For Companies At a Glance
- Tasks: Lead night-shift operations, ensuring top-notch customer support for our global clients.
- Company: Join Capital on Tap, a fintech helping small businesses thrive worldwide.
- Benefits: Enjoy private healthcare, 28 days holiday, and a fun office environment.
- Why this job: Make a real impact while leading a dynamic team in a flexible work setting.
- Qualifications: Proven leadership in customer service and a knack for problem-solving.
- Other info: Embrace inclusivity and enjoy perks like free snacks and office dogs!
The predicted salary is between 36000 - 60000 £ 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 a remote role. Your team will be a mixture of office based (in Cardiff) and remote employees. You must be based in the UK.
What You'll Be Doing
- Reporting to the Head of Customer Services you will lead our night-shift operations, overseeing a dedicated team of Team Leaders serving both our UK and US markets. Your mission is to maintain the highest standards of first-line support during off-peak hours, ensuring a seamless experience for our global customer base.
- You will act as a strategic bridge between night-shift operations and the wider business, driving operational excellence and ensuring our nocturnal service aligns perfectly with Capital on Tap's overarching goals.
- Enhance the US customer experience by proactively identifying friction points and spearheading process optimisation that align business goals with customer satisfaction.
- Oversee team performance and service delivery standards, providing expert support for escalations while maintaining a proactive approach to problem-solving.
- Build and lead a high-performing team, focusing on professional growth and personal development.
- Champion engagement, recognition, and team development to foster connection, alignment, and a shared sense of purpose.
- Lead, mentor and support customer-facing colleagues to cultivate a culture of accountability, collaboration and continuous improvement.
- Implement best practices and standard operating procedures to drive consistency.
- Collaborate with other departments to optimise customer interactions and identify training needs.
We're Looking For
- A flexible people leader who thrives in non-traditional shift patterns, bringing subject matter expertise in Financial Services contact centre management to our evening/night-shift operations.
- A highly effective communicator possessing excellent leadership skills, fostering effective interaction and collaboration with key stakeholders.
- A proven track record of successfully leading and managing high-performing teams within a fast paced and dynamic environment.
- An individual who possesses a deep understanding of customer service processes and has consistently driven operational improvements.
- Analytical thinker with the ability to interpret complex data and implement evidence-based decisions.
- An adaptable, pragmatic and resilient leader with a hands-on approach to problem solving.
Working Pattern & Flexibility
To provide seamless support for our customers, this role requires a flexible approach to scheduling. The standard working pattern is based on a 4-day condensed week, consisting of 10-hour shifts. While shift patterns may evolve to meet changing business requirements, a typical schedule would look like this:
- Monday: 2:00 PM – 1:00 AM
- Tuesday: 3:00 PM – 2:00 AM
- Wednesday: 3:00 PM – 2:00 AM
- Thursday: 3:00 PM – 2:00 AM
This schedule offers a consistent three-day weekend while ensuring high-impact leadership during peak US operational hours.
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:
- 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
- Lease a brand-new electric car through our Octopus EV salary sacrifice scheme
- 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.
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’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 Service Manager - Midnights in London employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - Midnights in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Capital on Tap through LinkedIn. A friendly chat can give you insider info and might just get your application noticed.
✨Tip Number 2
Prepare for the interview by understanding their mission. Show how your experience aligns with helping small businesses thrive. We want to see your passion for customer service!
✨Tip Number 3
Practice your problem-solving skills. Be ready to discuss how you've tackled challenges in previous roles. We love candidates who can think on their feet and drive operational excellence.
✨Tip Number 4
Don’t forget to showcase your leadership style! Share examples of how you've built high-performing teams and fostered a culture of collaboration. We’re all about engagement and development here!
We think you need these skills to ace Customer Service Manager - Midnights in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Manager role. Highlight your experience in leading teams and improving customer service processes, as this will show us you understand what we're looking for.
Showcase Your Leadership Skills: We want to see how you've successfully managed high-performing teams in the past. Share specific examples of how you've fostered collaboration and accountability within your team, as this aligns with our values.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point while still showcasing your personality.
Apply Through Our Website: Don't forget to submit your application through our website! This ensures we receive all your details correctly and helps us get back to you faster. We're excited to see what you bring to the table!
How to prepare for a job interview at Capital on Tap
✨Know Your Customer Service Inside Out
Make sure you brush up on customer service processes and best practices. Be ready to discuss how you've driven operational improvements in previous roles, especially in a fast-paced environment. This will show that you understand the nuances of the role and can hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led high-performing teams. Think about specific situations where you mentored team members or improved team dynamics. Capital on Tap values effective communication and collaboration, so highlight your ability to foster these qualities.
✨Be Ready for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer service challenges. Prepare some real-life examples where you identified friction points and implemented solutions. This will demonstrate your analytical thinking and hands-on approach to problem-solving.
✨Understand the Company Culture
Familiarise yourself with Capital on Tap's mission and values. They pride themselves on inclusivity and a fun work environment, so think about how you can contribute to this culture. Showing that you align with their ethos will make you a more attractive candidate.
