Capital on Tap
Customer Service Advisor - Days
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Customer Service Advisor - Days
Customer Service Team - Capital on Tap
Location: Cardiff | 3 days in office, 2 from home (Fully office-based for the first 3 months)
About the Role
At Capital on Tap, we’re on a mission to revolutionise small business finance. We offer a comprehensive suite of financial products and tools, including a best-in-class business credit card, a savings product that reached £1 billion in funds within its first year, and a growing suite of SME-focused spend management tools. Showcasing our impact, we’ve backed £20bn in annual card spend, serve 200,000+ customers, and hold a trust score averaging 4.7 stars from 17,000+ Trustpilot reviews. As a team of 1,000+, we’re average—and we want to keep improving.
You’ll join our award-winning Customer Service team, becoming the friendly and supportive voice that small business owners trust to navigate their financial needs. Whether it’s the first challenge they face or an urgent, time-sensitive issue, our goal is to deliver clear, practical solutions and improve customer experience at every stage.
What You’ll Be Doing
- Providing friendly, professional support through phone, email, and live chat
- Taking full ownership of each customer case—escalating, processing, and resolving personally
- Adapting constantly to issues, focusing on managerial resolution at first contact
- Staying up-to-date with products and policies to deliver accurate information
- Identifying opportunities to enhance FAQs, escalation pathways, and process improvements
- Recognising and supporting customers in need while maintaining empathy and professionalism
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Who You Are
Capital on Tap is a fun, growing company, and we invite proactive, solution-orientated individuals who care about making small businesses stronger. The structure is open—provocative for some, freeing for others.
We’re looking for:
- Customer service experience in a busy contact centre environment
- Strong communication skills: Verbal and written, simple but accurate and empathetic
- Confidence in handling high-volume demands with precision
- A passion for improving processes and making people’s lives easier
- Proactive attitude—we believe in fixing issues before they escalate
You don’t need to have all these skills in your toolbox yet—but if you’re ready to move upwards, we’re here to develop you alongside us.
Our Company Culture & Values
At Capital on Tap, we believe great service starts from within.
✨ Just Pilot – Never accept “good enough.” Try, learn, and scale fast. 🚀 Why Not Today? – Speed = competitive advantage. 🤝 Be a Buddy – Look out for others, step up for the team. ⏰️ Owners & Dates – Own your tasks and stick to the commitments you make. 📢 Feedback – Growth = honesty. Valuable ideas get put into motion.
Interview Process
- Stage 1: 15-minute values call with a Talent Partner (Video)
- Stage 2: 45-minute virtual interview with members of Customer Service Management team
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P.S. We welcome applications from all backgrounds—authenticity matters.
Benefits: Because Great Work Deserves Great Perks
🏥 Private Healthcare through Vitality (including dental + opticians services) ✈️ Worldwide travel insurance through Vitality 🎁 Anniversary Rewards: £250, £500, £750, or a 4-week paid sabbatical 👚 Salary sacrifice pension scheme up to 7% match 🚘 Octopus EV salary sacrifice scheme 💸 £26,500 starting salary 🌞 28 days holiday (+ bank holiday) 📚 Annual Learning & Wellbeing Budget 👶 Enhanced Parental Leave 🚲 Cycle-to-Work scheme ⤵️ Season Ticket Loan 🎯 6 free therapy sessions per year 🐕 Dog-friendly offices 🍫 Free drinks & snacks (because everyone needs a caffeine boost, and sometimes a biscuit too!)
For more, explore our employer brand or read about how we’ve helped small businesses use their capital smarter.
Other Info
🔍 Check our 'Top Tips' guide for interviews—it’s in your favour 📩 Email careers@capitalontap.com for questions or job updates 🔜 Follow us on LinkedIn to stay updated on new roles
Exited to step into your future? Apply now—we’ll review your application and get back in 3 working days (we may take longer during busy periods, but never more than 5).
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