Customer Service Advisor - Nights 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! 📍UK-based remote role — you must be located in the UK with the right to work. Customer ServiceTeam🚀 We're not just another call centre — we're the team small business owners rely on every day. You'll have the space to think, solve problems creatively, make confident decisions, and see the impact of your work quickly. As the friendly voice of Capital on Tap, you'll help make life easier for our customers by keeping things simple, clear, and stress-free while they focus on building their businesses. What You'll Be Doing 🗃️ Working remotely as part of a structured, supportive team, you'll:

• Support customers across phone, email, and live chat.
• Take full ownership of queries from first contact through to resolution.
• Handle complex and sensitive account queries with confidence and care.
• Apply financial services policies and processes accurately while managing high volumes with professionalism.
• Identify customers who may need extra support and ensure they receive it.
• Work closely with your remote team to share feedback, suggest improvements, and continuously enhance the customer experience.

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.

We're Looking For 🔎

• 2+ years' customer service experience in a financial services or contact centre environment.
• Confident handling multi-channel customer contacts (phone, email, live chat).
• Strong communication skills, sound judgement, and high attention to detail.
• Comfortable working within regulated environments and quality standards.
• Calm, solutions-focused, and professional when managing sensitive or difficult cases.
• Self-motivated and able to work independently in a remote setting.

Remote Working Requirements🏠

• A quiet, secure home working space with reliable high-speed internet.
• Comfortable working structured shifts from home while staying organised, focused, and engaged.
• Strong self-management skills and confidence using multiple systems at once.

We'll provide all the equipment you need to succeed. Shifts ⏰ We operate extended support hours and offer structured rotating shift patterns. Shift reliability is essential in a remote environment. Nights Team - Working Monday–Sunday (2 weekends in every 4), covering between 6pm–6am or 8pm–8am. 4-week rolling shift pattern:

• Week 1: 4 on, 3 off
• Week 2: 3 on, 1 off, 3 on
• Week 3: 3 off, 4 on
• Week 4: 7 days off

The first 2 weeks of your training will be conducted Monday - Friday between 9am-5:30pm. You will then move onto the above shift pattern. Interview Process 🤝

• Stage 1: 15-minute telephone interview with Talent Partner
• Final Stage: 45-minute video interview with 2 of our Customer Service Team Leaders

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 careers@capitalontap.com 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.)