Remote Customer Service Team Leader

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. 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.
Cardiff | Remote with flexibility to be in office when required.
Customer Service We’re not just another contact centre — we’re the team small business owners rely on every day. As a Team Leader, your role is to drive performance, engagement, and development within your team while creating a supportive and accountable culture. Your success will be reflected in your team’s performance, satisfaction, and wellbeing.
Develop team capability through 1:1s, coaching, huddles, and team meetings.
Support the Customer Service Manager in delivering positive departmental improvements.
Act as an escalation point for team support, particularly during out-of-hours shifts.
Remove barriers preventing agents from delivering excellent service.
Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
Contact centre experience (financial services experience is a bonus).
Comfortable analysing and using basic data to support decisions.
Track record of delivering strong results (shift or unsociable hours experience is a plus).
Shifts ⏰
Fixed 5.30pm - 2.00am Monday - Friday
Stage 1: 30-minute video interview with Talent Partner
Stage 2: 60-minute in person interview with the Manager of Customer Service Midnights Team
Final stage: 60-minute leadership and cultural fit with our Head of Customer Service
Diversity & Inclusion
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. 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)
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
Dog Friendly Offices
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