Customer Service/Customer Operations Role

We’re Capital on Tap 👋
Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren’t fit for purpose, and small business owners often couldn’t access what they needed. We set out to fix that.

Today we’re a financial platform—not just a credit card company. We offer a best-in-class business credit card, an SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

We have 1,000+ employees, £20bn in annual card spend, 200,000+ customers, and 17,000+ Trustpilot reviews averaging 4.7 stars, and we’re profitable. We’ve done a pretty good job so far, but we’re just getting started!

📍 This is a UK-based remote role—you must be located in the UK with the right to work in the UK.

👥 Training for this role will be 4 weeks of 9-5.30pm training (remote), followed by 2-3 weeks of on-the-job training (flexible times). At the conclusion of this on-the-job training, you will move to your shift pattern.

Customer Service/Customer Operations 🚀
Our Customer Service team are the friendly voice of Capital on Tap—often the first people our business owners turn to when they need assistance. We strive to support our customers across phone, email, and live chat, taking ownership of each issue from start to finish, and providing clear and practical solutions. You will play an important role in improving customer experience, and building strong relationships with our business owners by providing the best service possible.

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

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.

We’re Looking For 🔎

• Strong customer service experience within a contact center environment
• Excellent 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
• Proactive attitude, with a strong focus on resolving issues at the first point of contact
• Empathetic and curious nature, with a genuine passion for helping people

Remote Working Requirements 🏠

• A quiet, secure home working space with reliable high-speed internet.
• Comfortable working structured shifts from home while staying organized, focused, and engaged.
• Strong self-management skills and confidence using multiple systems at once.

We’ll provide all the equipment you need to succeed.

Interview Process 🤝

• Stage 1: 15-minute telephone interview with Talent Partner
• Final Stage: 45-minute video interview with 2 of our Customer Service Team Leaders

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

We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our 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