Training & Competency Manager Customer Service

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 2 days per week in the office

Customer Service / Customer Operations
Customer Operations is the beating heart of Capital on Tap making sure everything runs smoothly for our customers. Customer Service is at the frontline of Customer Operations - the first people our customers talk to when they need help and the face of the business.

What Youll Be Doing

• Owning the end to end strategy for training our frontline Customer Service Advisors - who work 24/7 in our Cardiff office
• Design and deliver blended learning programmes across our voice chat and email teams
• Delivering training across onboarding skills development quality improvement and leadership pathways
• Rebuild our onboarding journey in Customer Service so we set our advisors up for success from day one
• Develop and manage an internal talent pipeline - identifying high potential advisors and create pathways for them 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 moving beyond classroom-only sessions to accommodate 24/7 shift patterns diverse learning styles and a growing team

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 background in training and learning in a contact centre and financial services (FCA regulated) environment
• Track record of designing and delivering blended learning solutions at scale
• Hands-on - this role will eventually manage a team of trainers but initially itll be very hands-on and you will be delivering some training yourself
• Strong understanding of learning principles instructional design methodologies and training evaluation techniques
• Experience with leadership development able to build and support ongoing leadership team growth.

Interview Process

• Stage 1: 30 minute intro call with a Talent Partner
• Stage 2: 60 minute interview 2x Operations Manager
• Stage 3: 60 minute interview with Head of Customer Services and a People Partner

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.)