Customer Service Advisor – Midnights Team

We’re Capital on Tap

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.

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.

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!

Remote – UK

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

Salary – £28.5k

Customer Service Team

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.

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

We’re Looking For

Strong customer service experience, ideally within a call centre or financial services environment

Strong verbal and written communication skills, with the ability to explain information clearly and professionally

Sound 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

Our Values & Culture

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.

Interview Process

Stage 1: First stage: 20-minute intro and values call with Talent Partner (Video call)

Stage 2: Final stage: 45-minute virtual interview with members of the Customer Service Management team

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

Private Healthcare including dental and opticians services through Vitality

Worldwide travel insurance through Vitality

Anniversary Rewards (£250, £500, £750, 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

6 free therapy sessions per year

Dog Friendly Offices

Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Other Info

Check out our ‘Top Tips’ for interviewing.

Keep updated on new job opportunities by following us on Linkedin.

Email [email protected] if you have any questions.

Excited to work here? Apply!

If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)