Customer Service Advisor

Capital on Tap is a financial platform that offers a best‑in‑class business credit card, an SME‑focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. With over 1,000 employees, £20 bn in annual card spend, 200,000+ customers, and a team of just under 4,000 active reviews, the company is profitable and looking to grow.

Location:

Cardiff

Salary £26,500 starting salary.

Shifts 37.5 hours per week, Monday‑Saturday between 8 am‑8 pm on a 6‑week shift pattern. You will only work 1 in 6 Saturdays and just 1 week of shifts until 8 pm in the 6‑week rotation.

The Team Our Customer Service team is the friendly voice of Capital on Tap, supporting customers across phone, email and live chat. You will take ownership of each issue from start to finish and help improve the customer experience.

• Providing friendly, professional support to customers via phone, email and live chat
• Resolving issues efficiently while taking full ownership of each case from start to finish
• Listening carefully to understand concerns and delivering fair, practical solutions
• Keeping up to date with products and policies to ensure accurate guidance and information is provided
• Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements
• Recognising customers who may need additional support and ensuring they receive the help they need

• Strong customer service experience within a contact centre environment
• Excellent verbal and written communication skills, with the ability to explain information clearly and professionally
• Sound judgement and confidence when managing complex or sensitive customer enquiries
• Proven ability to handle a high volume of requests while maintaining accuracy and quality
• Proactive attitude, with a strong focus on resolving issues at the first point of contact
• Empathetic and curious nature, with a genuine passion for helping people

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to find out, and scale quickly.
• Why Not Today? Speed and simplicity give us a competitive advantage.
• Be a Buddy: We help the team from day one and 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 regularly provide direct and constructive feedback so employees can flourish.

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

We welcome and encourage applications from anyone who shares our commitment to inclusivity.

• 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