Customer Service Advisor - Nights Team

📋 Description

• • **Empower Small Businesses as a Customer Service Advisor – Nights Team**
• • This role is pivotal at Capital on Tap, a financial platform dedicated to transforming how small businesses access financial tools. Traditional banks have failed small business owners—slow processes, unsuitable products, and lack of accessibility have left a gap in the market. Capital on Tap fills this void by offering a best-in-class business credit card, a spend management platform, a high-performing savings product, and a growing suite of financial tools designed to simplify business operations. As a Customer Service Advisor on the Nights Team, you will be the trusted voice that small business owners rely on during critical hours. Your work will directly impact customer satisfaction, retention, and the overall success of the business. This is not just another call centre role; it’s an opportunity to solve problems creatively, make confident decisions, and see the tangible results of your efforts in real time.
• • **What You’ll Do Day-to-Day**
• • **Multi-Channel Customer Support**: Handle customer inquiries across phone, email, and live chat, ensuring seamless and professional interactions. You’ll be the first point of contact for customers, addressing their questions, concerns, and account-related issues with clarity and empathy.
• • **Ownership of Customer Queries**: Take full responsibility for resolving customer issues from the first contact through to resolution. Whether it’s a simple question or a complex account query, you’ll ensure that every customer receives a thorough, accurate, and timely response.
• • **Complex and Sensitive Case Management**: Navigate high-stakes conversations with confidence and care, particularly when dealing with sensitive financial matters. You’ll apply company policies and regulatory standards accurately while maintaining a calm, solutions-focused approach.
• • **High-Volume Workload Management**: Balance multiple customer interactions simultaneously, prioritising tasks effectively to maintain professionalism and efficiency. Your ability to stay organised and detail-oriented will be key to managing high volumes of inquiries during peak hours.
• • **Proactive Customer Support**: Identify customers who may need additional assistance—whether due to financial hardship, confusion, or other challenges—and ensure they receive the extra support they require. Your empathy and problem-solving skills will help build long-term customer loyalty.
• • **Collaboration and Continuous Improvement**: Work closely with your remote team to share feedback, suggest process improvements, and contribute to enhancing the overall customer experience. Your insights will help shape the way Capital on Tap serves its customers.
• • **About Capital on Tap**
• • Capital on Tap is a fast-growing, profitable fintech company with over 1,000 employees and £20 billion in annual card spend. Serving more than 200,000 customers, the company has earned a stellar reputation, boasting a 4.7-star average on Trustpilot. Despite its success, Capital on Tap remains committed to innovation, agility, and putting small businesses first. The company’s culture is built on values like speed, ownership, collaboration, and continuous improvement—ensuring that every team member has the space to make an impact.
• • **What You’ll Achieve and Learn**
• • **Career Growth in Fintech**: This role offers a unique opportunity to grow within a dynamic fintech environment. You’ll gain deep expertise in financial services, customer experience, and remote team collaboration—skills that are highly transferable and in demand.
• • **Impactful Work**: Your contributions will directly influence customer satisfaction and business success. Whether it’s resolving a complex issue or improving a process, you’ll see the results of your work in real time, making this role both rewarding and engaging.
• • **Skill Development**: You’ll refine your communication, problem-solving, and multitasking abilities while working in a regulated financial environment. The role also offers exposure to cutting-edge financial tools and platforms, giving you a competitive edge in your career.