We’re Capital on Tap 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 across the world and our goal is to help 1 million small businesses by 2030.
Cardiff | 3 days per week in the office, 2 at home. You will be fully office based for the first 12 weeks, and following this you can move onto our hybrid working pattern.
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.
- 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.
- 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
We have a 6 week rolling shift pattern, where you will be contracted between the hours of 8am and 8pm. You will work 1 in 6 Saturdays, and there are no Sundays included in the shift pattern.
Application Process
- Stage 1: 30-minute video interview with Talent Partner.
- 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.
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.
Equality, Diversity, and Inclusion Statement
At Capital on Tap we are fully focused on equality and believe deeply in the diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.
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