Customer Support Agent

This isn’t just a customer support role — it’s an opportunity to make a genuine impact. You’ll be part of a highly skilled team that helps business owners every day, while developing your own expertise within a leading fintech.

We encourage you to take ownership, contribute ideas, and play a part in shaping how we support our customers.

📈Discover structured development opportunities within our Customer Support team.

🏢 This is a hybrid-based role in our Cardiff City Centre Office. Once you’ve successfully completed probation, you’ll work 3 days in the office and 2 from home each week.

What You’ll Be Doing ✨
As a Customer Support Agent, you’ll act as the first point of contact for our business customers. You’ll provide informed, professional support across phone, email, and live chat — always ensuring an exceptional customer experience.

Key responsibilities include:

• Managing customer enquiries promptly and professionally across multiple channels
• Applying your financial services knowledge to deliver accurate and compliant information
• Handling complex queries with confidence, using strong judgment and clear communication
• Resolving customer concerns efficiently while maintaining a positive experience
• Identifying opportunities for process improvement and suggesting enhancements
• Recognising and supporting customers who may be vulnerable or in need of additional care

You’ll be trusted to make decisions, use your expertise, and represent the Capital on Tap brand with professionalism and empathy.

Shifts ⏰
We offer a range of shift patterns to ensure our customers are supported around the clock.

Core Team:
Working Monday–Saturday (1 Saturday in every 7 weeks), between the hours of 8am–8pm. Rotating 7-week pattern:

• Week 1: 8am - 4:30pm
• Week 2: 8am - 4:30pm
• Week 3: 8:30am - 5pm
• Week 4: 9am - 5:30pm (+ Saturday shift)
• Week 5: 9am - 5:30pm
• Week 6: 9:30am - 6pm
• Week 7: 11:30am - 8pm

Midnights Team:
Working Monday–Friday, rotating every other week:

• Week 1: 12:30pm - 9pm
• Week 2: 3:30pm – Midnight

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

We’ll talk through your preferred team and availability during the interview process.

We’re Looking For ✨
To be successful in this role, you will have:

• A minimum of 2 years’ experience working in financial services is essential
• Strong understanding of regulatory requirements and customer due diligence processes
• Excellent communication skills, both written and verbal, with the ability to explain complex information clearly
• Proven experience managing high volumes of customer enquiries while maintaining accuracy and compliance
• A proactive approach to solving problems, ensuring resolutions are delivered “right first time”
• The ability to work independently and collaboratively within a fast-paced, professional environment

You’ll combine professionalism and precision with a genuine passion for helping customers.

Diversity & Inclusion 🌈
At Capital on Tap, we’re committed to building a diverse and inclusive workplace where everyone feels valued. We welcome applications from people of all backgrounds, experiences, and perspectives.

Great Work Deserves Great Perks
We know that great work deserves recognition. That’s why we offer a comprehensive benefits package designed to support your wellbeing and growth:

💷 Salary from £25,000 + 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

Check out more of our benefits, values, and mission here.

Interview Process 🤝

• First stage: 15-minute intro call with a member of the Talent Team (Phone call)
• Final stage: Attend an assessment day on either Tuesday 2nd, Wednesday 3rd or Thursday 4th of December (In person)
• Start date: Monday 23rd February 2026