Customer Service Advisor - Midnights Team

Customer Service Advisor - Midnights Team

Cardiff

Capital on Tap started because small businesses were underserved by banks, and they needed faster, better financial solutions. We offer a best‑in‑class business card, spend management platform, savings product and a suite of tools that make running a small business easier.

We employ over 1,000 people, spend £20bn annually on card transactions and serve more than 200,000 customers. Our Trustpilot reviews average 4.7 stars.

Location: fully office‑based for the first three months, then hybrid – three days in office per week and two days working from home.

Shifts (Midnights team): Monday to Friday 5:30 pm to 2:00 am.

Our Customer Service team is the friendly voice of Capital on Tap, supporting business owners across phone, email and live chat. We take ownership of each issue from start to finish, providing clear and practical solutions.

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
• Having strong customer service experience, ideally within a call centre or financial services environment
• Having strong verbal and written communication skills, with the ability to explain information clearly and professionallySound 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
• 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.

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity.

Great Work Deserves Great Perks

• Private healthcare including dental and opticians services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary rewards ranging from £250 to £750 and a 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
• Six free therapy sessions per year
• Dog friendly offices
• Free drinks and snacks in our offices

We try not to take ourselves too seriously, so our office is decked out with a pool table, arcade machine, beer tap and office dogs.

To learn more about our benefits, values and mission, visit our website.

We aim to respond to applications within three working days, up to five during busy periods.

If you’re excited to work here, apply now.