Overview
Capital on Tap is a fintech offering an all-in-one business credit card and spend‑management platform. We serve over 200,000 businesses worldwide and aim to help 1 million small businesses by 2030.
📍 Cardiff | 🏢 2 days per week in the office
Customer Service / Customer Operations
Customer Operations is the heart of Capital on Tap, ensuring smooth service for our customers. The Customer Service team is the front‑line, the first people our customers contact when they need help.
Responsibilities
* Own the end‑to‑end strategy for training our frontline Customer Service Advisors.
* Design and deliver blended learning programmes for voice, chat and email teams.
* Deliver training across onboarding, skills development, quality improvement and leadership pathways.
* Rebuild the onboarding journey to set advisors up for success from day one.
* Develop and manage an internal talent pipeline, identifying high‑potential advisors and creating pathways 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 that accommodate 24/7 shift patterns, diverse learning styles and a growing team.
* Work hands‑on on training delivery while eventually managing a team of trainers.
Qualifications
* Proven background in training and learning within a contact centre and financial services (FCA regulated) environment.
* Track record of designing and delivering blended learning solutions at scale.
* Strong understanding of learning principles, instructional design methodologies, and training evaluation techniques.
* Experience with leadership development and building support for ongoing leadership growth.
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
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