Complaints Officer

We’re Capital on Tap Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we’re a financial platform - not just a credit card company. We offer a best-in-class business credit card, 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.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we’re profitable. We’ve done a pretty good job so far, but we’re just getting started!

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.

• Taking full ownership of customer complaints, ensuring clear communication throughout and keeping customers informed.
• Developing a strong understanding of our business and products to effectively inform customers.
• Communicating clearly with our customers both verbally and in writing, to ensure a strong understanding and outcome is delivered.
• Ensuring all complaints comply with FCA regulations and relevant laws.
• Working collaboratively with all departments to ensure a fair and thorough investigation into customer complaints.
• Writing clear response letters, explaining our findings and ensuring an appropriate investigation is conducted.
• 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.
• Experience in handling complaints, conducting thorough complaints investigations, and providing outcomes to customers in a busy customer-focused environment.
• Strong verbal and written communication skills to effectively inform and update our customers.
• A strong work ethic and resilient attitude, with a passion for providing fair outcomes to customers.
• A background in working within FCA regulations.
• An inquisitive mind and strong attention to detail to ensure all customer concerns are captured and appropriately investigated

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.

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.

• 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 .

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.

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.