Operational Trainer - Customer Service

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></p> <p> </p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📍 Cardiff | 🏢 3 days per week in the office </span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Customer Service / Customer Operations 🚀</strong><strong><br></strong>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.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>What You’ll Be Doing 🗃️</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Delivering and designing training across onboarding, skills development and quality improvement for our frontline Customer Service Advisors - who work 24/7 in our Cardiff office and remotely</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Design and deliver blended learning programmes across our voice, chat and email teams</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Facilitate our onboarding journey (both in-person and remote/virtually) in Customer Service so we set our advisors up for success from day one</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Work with the Training and Competency Manager to build internal talent pipelines, from advisor to team leader, and team leader to ops manager</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Provide hands-on coaching and support to new joiners during their initial weeks, acting as their first point of contact for training-related questions.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Work closely with the Head of Customer Service and Operations Managers to identify performance gaps and areas for development</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Introduce modern, scalable learning methods — moving beyond classroom-only sessions to accommodate 24/7 shift patterns, diverse learning styles and a growing team</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Our Values & Culture 🌞</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Just Pilot:</strong> We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Why Not Today? </strong>Fast is as slow as we go - speed and simplicity gives us a competitive advantage.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Be a Buddy:</strong> We tap in from day one to help the team, we do the right thing even if it’s hard.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family:…