Customer Service Representative (Midnights Team) - Remote (UK)

Capital on Tap is a financial platform designed to support small businesses with a best-in-class business credit card, SME-focused spend management platform, and a savings product that hit £1 billion in funds within its first year. With 1,000+ employees, £20bn in annual card spend, and 200,000+ customers, they are a profitable and rapidly growing company.

The Customer Service Team is the friendly voice of Capital on Tap, often the first point of contact for business owners needing assistance. The team supports customers across phone, email, and live chat, taking ownership of each issue from start to finish and providing clear, practical solutions. The role is crucial in improving customer experience and building strong relationships.

What You’ll Be Doing

• Providing friendly, professional support to customers via phone, email, and live chat
• Resolving issues efficiently while taking full ownership of each case from start to finish
• Listening carefully to understand concerns and delivering fair, practical solutions
• Keeping up to date with products and policies to ensure accurate guidance and information is provided
• Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements
• Recognizing customers who may need additional support and ensuring they receive the help they need

We’re Looking For

• Strong customer service experience, ideally within a call centre or financial services environment
• Strong verbal and written communication skills, with the ability to explain information clearly and professionally
• Sound judgment and confidence when managing complex or sensitive customer enquiries
• Proven ability to handle a high volume of requests while maintaining accuracy and quality
• A proactive attitude, with a strong focus on resolving issues at the first point of contact
• An empathetic and curious nature, with a genuine passion for helping people
• The ability to work independently while also contributing effectively within a fast-paced team environment

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.

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Interview Process

• Stage 1: 20-minute intro and values call with Talent Partner (Video call)
• Stage 2: 45-minute virtual interview with members of the Customer Service Management team

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

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.