Customer Service Team Leader

About Capital on Tap

Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform—not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we\'re profitable. We\'ve done a pretty good job so far, but we\'re just getting started!

Location: Cardiff. Three days in the office and two at home per week. You would be fully office-based for the first 12 weeks, and after this you can move to our hybrid pattern.

Customer Service

We\'re not just another contact centre — we\'re the team small business owners rely on every day. You\'ll 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 team\'s performance, satisfaction, and wellbeing.

What You\'ll 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 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.

We\'re 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, so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs. Check out our 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

Check out more of our benefits, values and mission here.

Other Info

Check out our \'Top Tips\' for interviewing. Keep updated on new job opportunities by following us on LinkedIn. Email careers@capitalontap.com if you have any questions.

Excited to work here? Apply! If you\'d 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.)

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