Customer Support Officer

We’re not just another call centre — we’re the people small business owners rely on every single day. You’ll get the space to solve problems creatively, make decisions, and see your impact right away.

📈Check out the development opportunities in the Customer Support team.

🏢 This is a hybrid-based role, working from our Cardiff City Centre Office. Once you’ve passed your probation, you’ll be in the office 3 days a week and 2 days from home.

What You’ll Be Doing ✨
You’ll be the friendly face (or voice!) of Capital on Tap — the first person our customers turn to when they need help. Our business owners are busy building their dreams, so your job is to make things simple and stress-free.

Here’s what that looks like:

• Servicing our customers over phone, email, and live chat — always keeping it friendly and professional
• Solving problems fast and owning each customer’s issue from start to finish
• Listening carefully, understanding what’s gone wrong, and finding fair solutions that make sense
• Staying up to date with our products and policies so you can offer accurate advice
• Spotting opportunities to make things better — from improving FAQs to suggesting process changes
• Identifying customers who might need extra support and making sure they get it

This isn’t just about answering questions — it’s about building relationships and helping small business owners succeed.

Shifts ⏰
We offer a variety of shift patterns to make sure we’re there for our customers when they need us most.

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 ✨
We’d love to hear from you if you:

• Have 2+ years of customer service experience (bonus points if it’s in a fast-paced or customer-obsessed environment)
• Have excellent communication skills — you’re confident chatting with all kinds of people, on the phone or in writing
• Are a problem-solver at heart, with a “let’s fix this” mindset
• Stay calm when things get busy, and can handle high volumes without losing your friendly tone
• Can work independently but love being part of a close-knit, supportive team
• Bring empathy, curiosity, and energy to every customer conversation

We’re not looking for perfection — we’re looking for people who care about helping others and want to keep growing.

Diversity & Inclusion 🌈
We believe that different perspectives make us stronger. We welcome and encourage applicants from all backgrounds and experiences to join our team. Come as you are — we’re building a culture where everyone belongs.

Great Work Deserves Great Perks
We believe in balancing hard work with a bit of fun, so our office is designed for both productivity and play. From a pool table and PlayStation to a few office dogs roaming around, we’ve created a space where you can relax and recharge. Check out the perks we offer:

💷 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