Senior Operations Manager - Customer Service

Capital on Tap was founded to help small businesses that were underserved by traditional banks. Today it is a financial platform that offers a best‑in‑class business credit card, spend‑management tools, a savings product that quickly attracted over £1 billion in funds, and a growing suite of other financial services that simplify running a small business.

Location: Cardiff | 3 days per week in the office.

Customer Service / Customer Operations

Customer Operations is the heartbeat of Capital on Tap, ensuring smooth service for our customers. Customer Service is the frontline team, the first people clients speak with for help and the face of the business.

What You’ll Be Doing

Reporting to the Head of Customer Services, you will play a pivotal role in shaping the future of our contact centre. You will lead teams that serve our UK and US business customers and drive the evolution of the centre through technology and a deep understanding of customer contact drivers to reduce friction, improve efficiency and deliver an outstanding experience.

• Drive the contact centre forward by identifying and implementing technology and tooling that improves efficiency, colleague experience and customer outcomes.
• Build a deep understanding of the root causes of customer contact by using data and insight to inform process redesign, self‑serve options and contact deflection strategies.
• Translate contact driver analysis into action plans that reduce avoidable contact and improve first‑contact resolution.
• Build and lead a high‑performing team focused on professional growth and personal development.
• Champion engagement, recognition and team development to foster connection, alignment and a shared purpose.
• Lead, mentor and support customer‑facing colleagues and team leaders to cultivate a culture of accountability, collaboration and continuous improvement.
• Oversee team performance and service delivery standards, providing expert support for escalations while maintaining a proactive approach to problem‑solving.
• Collaborate with other departments to optimise customer interactions, influence product and process improvements and identify training needs.

Our Values & Culture

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to find answers and scale quickly.
• Why Not Today? Speed and simplicity give us a competitive advantage.
• Be a Buddy: We support each other from day one and do the right thing even when difficult.
• Owners and Dates: We take ownership of tasks and set dates to ensure completion.
• Feedback: We provide direct and constructive feedback to help employees flourish.

We’re Looking For

• A senior leader with significant experience in contact centre management within a financial services environment.
• A track record of using technology and automation to drive operational improvement in a customer service or contact centre setting.
• Strong analytical capability and experience interpreting contact driver and customer insight data to shape strategy and reduce unnecessary contact.
• A highly effective communicator with excellent leadership skills, able to foster collaboration with key stakeholders across the business.
• A proven track record of successfully leading and managing high‑performing teams within a fast‑paced and dynamic environment.
• A deep understanding of customer service processes and a history of driving measurable operational improvements.

Interview Process

• Stage 1: 30‑minute conversation with a Talent Partner.
• Stage 2: 60‑minute interview with the Head of Customer Service.
• Stage 3: 60‑minute interview with the Customer Operations Director and Lead People Partner.

Diversity & Inclusion

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

Great Work Deserves Great Perks

Our benefits include:

• Private Healthcare, including dental and optician services through Vitality.
• Worldwide travel insurance through Vitality.
• Anniversary rewards of £250, £500, £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 Well‑being Budget.
• Enhanced Parental Leave.
• Cycling to Work Scheme.
• Season Ticket Loan.
• 6 free therapy sessions per year.
• Dog friendly offices.
• Free drinks and snacks in our offices.