Senior Operations Manager - Customer Service

We’re Capital on Tap ðð³ 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! ð Cardiff | ð 3 days per week in the office Customer Service / Customer Operations ðCustomer Operations is the beating heart of Capital on Tap, making sure everything runs smoothly for our customers. Customer Service is at the frontline of Customer Operations - the first people our customers talk to when they need help and the face of the business.

What You’ll Be Doing ð️Reporting to the Head of Customer Services, you will play a pivotal role in shaping the future of our contact centre, leading teams that serve our UK and US business customers. This role goes beyond day-to-day people leadership: you will be the driving force behind how the contact centre evolves, using technology and a deep understanding of why customers contact us to reduce friction, improve efficiency, and deliver an outstanding customer experience.

Drive the contact centre forward by identifying and implementing technology and tooling that improves efficiency, colleague experience, and customer outcomes.

Build a deep understanding of the root causes of customer contact, using data and insight to inform process redesign, self-serve options, and contact deflection strategies.

Translate contact driver analysis into tangible action plans that reduce avoidable contact and improve first-contact resolution.

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 and Team Leaders to cultivate a culture of accountability, collaboration, and continuous improvement.

Oversee team performance and service delivery standards, providing expert support for escalations while maintaining a proactive approach to problem-solving.

Collaborate with other departments to optimise customer interactions, influence product and process improvements, and identify training needs.

Our Values & Culture ðJust 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  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.

We’re Looking For ðA senior leader with significant experience in contact centre management within a financial services environment.

A track record of using technology and automation to drive operational improvement within a customer service or contact centre setting.

Strong analytical capability, with experience interpreting contact driver and customer insight data to shape strategy and reduce unnecessary contact.

A highly effective communicator with excellent leadership skills, able to foster collaboration with key stakeholders across the business.

A proven track record of successfully leading and managing high-performing teams within a fast-paced and dynamic environment.

A deep understanding of customer service processes, with a history of driving measurable operational improvements.

Interview Process ðStage 1: 30 minutes with a Talent Partner Stage 2: 60 minutes with the Head of Customer Service…