Customer Service Team Leader - Midnights

Job description

OverviewCapital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all‐in‐one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses around the world and our goal is to help 1 million small businesses by 2030.

Location & Work ArrangementCardiff | 3 days per week in the office, 2 at home.

About the RoleWe're not just another contact centre — we're the team small business owners rely on every day. As a Team Leader , you'll drive performance, engagement and development within your team while creating a supportive and accountable culture.

Responsibilities

Lead a team of around 10 agents to deliver exceptional customer and business outcomes.

Develop team capability through 1:1s, coaching, huddles, and team meetings.

Support the Customer Service Manager in delivering positive departmental improvements.

Build strong relationships with internal stakeholders.

Act as an escalation point for team support, particularly during out-of-hours shifts.

Remove barriers preventing agents from delivering excellent service.

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? Speed and simplicity give 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.

Qualifications

Natural leadership ability with resilience to manage a dynamic out-of-hours team.

Contact centre experience (financial services experience is a bonus).

Passion for coaching and developing others with proven coaching success.

Strong attention to detail and ability to identify process improvements.

Comfortable analysing and using basic data to support decisions.

Growth mindset with confidence giving and receiving feedback, including managing up.

Track record of delivering strong results (shift or unsociable hours experience is a plus).

ShiftsNights Team – Working Monday‐Sunday (2 weekends in every 4), covering between 6 pm–6 am or 8 pm–8 am. 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

Interview Process

Stage 1: 30‐minute video interview with Talent Partner.

Stage 2: 60‐minute CV overview and competency‐based interview (in‐person / video call).

Final stage: 60‐minute leadership and cultural fit with Head of Customer Service and Lead People Partner (in‐person).

Diversity & InclusionWe 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.

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.

Other Info

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

Email careers@capitalontap.com if you have any questions.

Check out our 'Top Tips' for interviewing.

ApplyIf 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).

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Extra information

Status

Open

Education Level

Secondary School

Location

Cardiff

Type of Contract

Full-time jobs

Published at

03-04-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English