Complaints Officer

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.

📍 Cardiff | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months)

In this dynamic and challenging role, you will report to the Complaints Manager and be an integral part of a busy team, managing and resolving customer complaints across multiple channels, including telephone, email, and letter.

• Deliver friendly and helpful customer service via phone or written communication.
• Take full ownership of complaints, keeping customers informed throughout the process.
• Understand our business and products, collaborating with teams for quick service.
• Ensure complaints comply with FCA guidelines and relevant laws.
• Write clear response letters, explaining findings and educating customers on our services.
• Lead initiatives to improve complaint handling, ensuring successful implementation.
• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.
• Demonstrable experience handling complaints in a busy, customer‑focused financial services environment.
• Experience working within FCA regulations and Financial Ombudsman Services.
• Strong verbal and written communication skills, with the ability to meet regulatory deadlines.
• A self‑motivated individual that is able to work independently.
• Strong attention to detail.
• A strong work ethic with a passion for improving customer satisfaction.

Even if you don’t have all of the necessary skills, we still encourage you to apply.

• Stage 1:
  First stage: 30‑minute intro and values call with Talent Partner (Video call)
• Stage 2:
  Final stage:
  Task to be completed prior to a one hour in‑person interview.

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.

• 🏥 Private Healthcare including dental and opticians 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
• 🚘 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 .

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.)

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.