Customer Service Advisor - Midnights Team

About this role

<div class="content-intro"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>We’re Capital on Tap 👋<br></strong></span><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💳 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.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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. </span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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! </span></p></div><p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">📍 Cardiff - Fully office based for the first 3 months, following this you will move to the hybrid working pattern which will be 3 days in the office per week, 2 from home</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">☎️ Shifts (Midnights team) - Monday to Friday 5:30pm - 2:00am</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">💸 Salary - £28.5k</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>Customer Service Team 🚀</strong><strong><br></strong>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.</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>What You’ll Be Doing 🗃️</strong></span></p> <ul> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Providing friendly, professional support to customers via phone, email, and live chat</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Resolving issues efficiently while taking full ownership of each case from start to finish</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Listening carefully to understand concerns and delivering fair, practical solutions</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Keeping up to date with products and policies to ensure accurate guidance and information is provided</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Recognising customers who may need additional support and ensuring they receive the help they need</span></li> </ul> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>We’re Looking For 🔎</strong></span></p> <ul> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Strong customer service experience, ideally within a call centre or financial services environment</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Strong verbal and written communication skills, with the ability to explain information clearly and professionally</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Sound judgement and confidence when managing complex or sensitive customer enquiries</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Proven ability to handle a high volume of requests while maintaining accuracy and…