Customer Service Advisor

## About the Role 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. The team plays an important role in improving customer experience, and building strong relationships with our business owners by providing the best service possible. ## Location and Shifts * 📍 Cardiff * 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months) * ☎️ Shifts - 37.5 hours per week Monday - Saturday, between 8am - 8pm on a 6-week shift pattern. You will work 1 in 6 Saturdays. ## 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 * Recognising customers who may need additional support and ensuring they receive the help they need ## We're Looking For * Strong customer service experience, ideally within a call centre or financial services environment * Strong verbal and written communication skills, with the ability to explain information clearly and professionally * Sound judgement 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 * The ability to work independently while also contributing effectively within a fast-paced team environment ## 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. Even if you don't have all of the necessary skills, we still encourage you to apply. ## Interview Process * **Stage 1:** First stage: 20-minute intro and values call with Talent Partner (Video call) * **Stage 2:** Final stage: 45-minute virtual interview with members of the Customer Service Management team ## 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. ## What We Offer * 🏥 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 Check out more of our benefits, values and mission here.