Senior Operations Manager - Customer Service

Senior Operations Manager – Customer Service

Cardiff, UK

We’re Capital on Tap. Capital on Tap is a financial platform that offers a best‑in‑class business credit card, SME‑focused spend management platform, a savings product and a growing suite of tools and financial products that make running a small business easier.

Responsibilities

• Drive the contact centre forward by identifying and implementing technology and tooling that improves efficiency, colleague experience, and customer outcomes.
• Build a deep understanding of the root causes of customer contact, using data and insight to inform process redesign, self‑serve options, and contact deflection strategies.
• Translate contact driver analysis into tangible action plans that reduce avoidable contact and improve first‑contact resolution.
• Build and lead a high‑performing team, focusing on professional growth and personal development.
• Champion engagement, recognition, and team development to foster connection, alignment, and a shared sense of purpose.
• Lead, mentor and support customer‑facing colleagues and Team Leaders to cultivate a culture of accountability, collaboration, and continuous improvement.
• Oversee team performance and service delivery standards, providing expert support for escalations while maintaining a proactive approach to problem‑solving.
• Collaborate with other departments to optimise customer interactions, influence product and process improvements, and identify training needs.
• Lead our approach to continuous improvement and rapid experimentation, ensuring new ideas are piloted quickly and scaled effectively.

Qualifications

• A senior leader with significant experience in contact centre management within a financial services environment.
• A track record of using technology and automation to drive operational improvement within a customer service or contact centre setting.
• Strong analytical capability, with experience interpreting contact driver and customer insight data to shape strategy and reduce unnecessary contact.
• A highly effective communicator with excellent leadership skills, able to foster collaboration with key stakeholders across the business.
• A proven track record of successfully leading and managing high‑performing teams within a fast‑paced and dynamic environment.
• A deep understanding of customer service processes, with a history of driving measurable operational improvements.

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.

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. We want to be a place where a diverse mix of talented people can do their best work and feel included.

Equal Opportunity Employer

At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We strive to create an environment where all people feel included and are able to be their authentic selves.