Customer Support Officer - Midnights Team

Job Description

Capital on Tap is seeking a Customer Support Officer to join their Midnights Team in Cardiff. The role involves being the first point of contact for small business owners, solving problems, and providing support via phone, email, and chat. The Customer Support Officer will also identify opportunities for process improvements and contribute ideas for enhancing the overall customer experience.

This is an office-based role, requiring 4 days a week in the Cardiff City Centre office and 1 day from home after the probation period.

What this role involves:

• Servicing customers via phone, emails, and chat
• Resolving customer inquiries promptly and professionally
• Understanding objection handling to ensure customer needs are explained clearly and fairly
• Maintaining a comprehensive understanding of the company's products, services, and policies
• Identifying opportunities for process improvements
• Identifying vulnerable customers and ensuring they get the right support

Capital on Tap is looking for someone who has:

• A minimum of 2 years customer service experience
• A desire/need to work later shifts
• Great communication skills
• Experience using CRM’s
• Excellent problem-solving skills
• The ability to manage high volumes of enquiries
• The ability to work independently and as part of a team

Capital on Tap offers:

• Salary £25,000 + £2,000 increase for later shifts, + monthly bonuses
• Private Healthcare including dental and optician 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
• 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