Overview
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all‑in‑one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses around the world and our goal is to help 1 million small businesses by 2030.
Location & Work Arrangement
Cardiff | 3 days per week in the office, 2 at home.
About the Role
We’re not just another contact centre — we’re the team small business owners rely on every day. As a Team Leader, you’ll drive performance, engagement and development within your team while creating a supportive and accountable culture.
Responsibilities
- 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.
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? Speed and simplicity give 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.
Qualifications
- 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
Nights Team – Working Monday‑Sunday (2 weekends in every 4), covering between 6 pm–6 am or 8 pm–8 am. 4‑week rolling shift pattern:
- Week 1: 4 on, 3 off
- Week 2: 3 on, 1 off, 3 on
- Week 3: 3 off, 4 on
- Week 4: 7 days off
Interview Process
- Stage 1: 30‑minute video interview with Talent Partner.
- Stage 2: 60‑minute CV overview and competency‑based interview (in‑person / video call).
- Final stage: 60‑minute leadership and cultural fit with Head of Customer Service and Lead People Partner (in‑person).
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.
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.
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