Training and Onboarding Specialist

Were 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 200000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Cardiff 3 days per week in the office

Support Services/Customer Operations
As a Training and Onboarding Specialist your mission is two-fold: to design and deliver best-in-class onboarding programs for new hires and to ensure the continuous upskilling of our existing Customer Operations team. You will create engaging training materials and lead sessions on new products processes and systems. This role also involves the critical task of creating maintaining and updating shared knowledge and departmental documentation ensuring our frontline teams are supported with accurate timely and compliant information that is the foundation for all training efforts.

What Youll Be Doing

• Develop and implement unified onboarding programs for all new hires across Customer Operations to ensure they are equipped with the foundational knowledge and skills required for their roles.
• Develop deliver and facilitate engaging and impactful training sessions and workshops for the existing team on new products processes systems and compliance updates to drive continuous upskilling and development of colleagues.
• Collaborate closely with cross-functional Subject Matter Experts (SMEs) to identify training needs and translate complex operational procedures into clear accessible and compliant training materials.
• Manage the end-to-end content lifecycle of all training materials shared knowledge assets and departmental documentation ensuring they are accurate up-to-date and serve as the single source of truth for the Customer Operations team.
• Maintain strict documentation and sign-off protocols for all training and operational assets to ensure full compliance with internal regulations.
• Evaluate the effectiveness of training and onboarding programs using performance metrics feedback and assessments to drive continuous improvement and ensure the operational readiness of frontline colleagues.
• Have flexibility in shift times to ensure that there is full coverage for training delivery and front line support duties

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 its hard.
• Owners and Dates: We dont 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.

Were Looking For

• Proven experience in a Learning & Development or Real-Time Coaching role within a fast-paced Customer Operations environment.
• Exceptional ability to simplify complex internal processes into clear engaging and compliant training materials.
• Highly organised with a proven ability to manage multiple document updates and stakeholder sign-offs simultaneously while adhering to strict timelines.
• A track record of supporting teams through transitions such as new product launches or system changes through effective information sharing and clear training sessions.
• Ability to build relationships across multiple stakeholders to ensure the best quality service is delivered.
• Excellent communication skills capable of delivering complex information clearly and concisely to frontline staff and senior leaders.
• Experience utilising performance and feedback metrics to evaluate training effectiveness and drive continuous program improvement.

Interview Process

• Stage 1: 30 minute values and intro call with a Talent Partner
• Stage 2: 60 minute competency based interview with the Training and Onboarding Manager

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 (-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

Check out more of our benefits values and mission here.

Other Info
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Excited to work here Apply!
If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)