Company Overview
Capital on Tap was founded with the mission to help small business owners and make their lives easier. We provide an all-in-one business credit card and spend management platform to help businesses save time and money. We proudly serve over 200,000 businesses globally and aim to help one million small businesses by 2030.
Location & Working Arrangements
Cardiff, UK – 2 days per week in the office.
Role Overview
Customer Operations is the beating heart of Capital on Tap, ensuring smooth functioning for our customers. The Customer Service team is the frontline of our operations.
Responsibilities
- Own the end-to-end strategy for training our frontline Customer Service Advisors who work 24/7 in our Cardiff office.
- Design and deliver blended learning programmes across our voice, chat and email teams.
- Deliver training across onboarding, skills development, quality improvement, and leadership pathways.
- Rebuild the onboarding journey for Customer Service so advisors are set up for success from day one.
- Develop and manage an internal talent pipeline – identifying high‑potential advisors and creating pathways for them into Team Leader and Ops Manager roles.
- Work closely with the Head of Customer Service and Operations Managers to identify performance gaps and areas for development.
- Introduce modern, scalable learning methods – moving beyond classroom-only sessions to accommodate 24/7 shift patterns, diverse learning styles, and a growing team.
Qualifications
- Proven background in training and learning within a contact centre or financial services (FCA regulated) environment.
- Track record of designing and delivering blended learning solutions at scale.
- Hands‑on experience – this role will eventually involve managing a team of trainers, but initially you will be delivering training yourself.
- Strong understanding of learning principles, instructional design methodologies, and training evaluation techniques.
- Experience with leadership development, able to build and support ongoing leadership team growth.
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.
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.
Equal Employment Opportunity Statement
Capital on Tap is an equal opportunity employer. We do not discriminate based on race, colour, religion, gender, sexual orientation, gender identity, disability, or any other protected characteristic.
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