Customer Service Team Leader

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 2 at home. You would be fully office based for the first 12 weeks and following this you can move onto our hybrid working pattern.

Customer Service
Were not just another contact centre were the team small business owners rely on every day. Youll have the space to solve problems creatively make confident decisions and see the real impact of your work.

As a Team Leader your role is to drive performance engagement and development within your team while creating a supportive and accountable culture. Your success will be reflected in your teams performance satisfaction and wellbeing.

What Youll Be Doing

• Lead a team of around 10 agents to deliver exceptional customer and business outcomes.
• Develop team capability through 1:1s coaching huddles and team meetings.
• Support the Customer Service Manager in delivering positive departmental improvements.
• Build strong relationships with internal stakeholders.
• Act as an escalation point for team support particularly during out-of-hours shifts.
• Remove barriers preventing agents from delivering excellent service.

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

• Natural leadership ability with resilience to manage a dynamic out-of-hours team.
• Contact centre experience (financial services experience is a bonus).
• Passion for coaching and developing others with proven coaching success.
• Strong attention to detail and ability to identify process improvements.
• Comfortable analysing and using basic data to support decisions.
• Growth mindset with confidence giving and receiving feedback including managing up.
• Track record of delivering strong results (shift or unsociable hours experience is a plus).

Shifts

We have a 6 week rolling shift pattern where you will be contracted between the hours of 8am and 8pm. You will work 1 in 6 Saturdays and there are no Sundays included in the shift pattern.

Interview Process

• Stage 1: 30-minute video interview with Talent Partner
• Final stage: 60-minute leadership and cultural fit with our Head of Customer Service

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.)