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Open nowPosted 4 days ago

Customer Service Team Leader

Capital on Tap35 open roles

Where
Cardiff
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Your applicationOpen nowCustomer Service Team LeaderCapital on Tap · Cardiff

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Capital on Tap's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Capital on Tap postings stay open a median of 21 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 4 days ago

Capital on Tap median: 21 days open

The posting

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 | 🏢 Remote with flexibility to be in office when required.

Customer Service 🚀 We’re not just another contact centre — we’re the team small business owners rely on every day. You’ll have the space to solve problems creatively, make confident decisions, and see the real impact of your work.

As a Team Leader, your role is to drive performance, engagement, and development within your team while creating a supportive and accountable culture. Your success will be reflected in your team’s performance, satisfaction, and wellbeing.

What You’ll Be Doing 🗃️

  • Lead a team of around 10 agents to deliver exceptional customer and business outcomes.
  • Develop team capability through 1:1s, coaching, huddles, and team meetings.
  • Support the Customer Service Manager in delivering positive departmental improvements.
  • Build strong relationships with internal stakeholders.
  • Act as an escalation point for team support, particularly during out-of-hours shifts.
  • Remove barriers preventing agents from delivering excellent service.

Our Values & Culture 🌞

  • 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.

We’re Looking For 🔎

  • Natural leadership ability with resilience to manage a dynamic out-of-hours team.
  • Contact centre experience (financial services experience is a bonus).
  • Passion for coaching and developing others with proven coaching success.
  • Strong attention to detail and ability to identify process improvements.
  • Comfortable analysing and using basic data to support decisions.
  • Growth mindset with confidence giving and receiving feedback, including managing up.
  • Track record of delivering strong results (shift or unsociable hours experience is a plus).

Shifts ⏰

Fixed 5.30pm - 2.00am Monday - Friday

Interview Process 🤝

  • Stage 1: 30-minute video interview with Talent Partner
  • Stage 2: 60-minute in person interview with the Manager of Customer Service Midnights Team
  • Final stage: 60-minute leadership and cultural fit with our Head of Customer Service

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 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.

Other Info 👍Check out our ‘Top Tips’ for interviewing. ✔️Keep updated on new job opportunities by following us on Linkedin. 📧Email [email protected] 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.)

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One press. We do the rest.

  1. A CV for this posting

    Written against Capital on Tap's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Capital on Tap's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Capital on Tap's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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