Customer Service Advisor

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 Service team.

🏢 This is a hybrid-based role, working from our Cardiff City Centre Office. Once you’ve passed your onboarding period and settled into your team, 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 so we can support our customers around the clock. We’ll talk about your preferences during the interview.

Part-time Team:

• Monday - Friday - 9am - 1pm

Core Team:
Working Monday–Saturday (1 Saturday every 6 weeks), between 8am–8pm, on a rotating 6-week pattern:

• Week 1: 8am - 4:30pm


• Week 2: 8am - 4:30pm


• Week 3: 9am - 5:30pm (+ Saturday shift)


• Week 4: 9am - 5:30pm


• Week 5: 9:30am - 6pm


• Week 6: 11:30am - 8pm

Weekends Team:

• Saturday 8am-8pm


• Sunday 8am-8pm


• Monday 8am-8pm

We’re Looking For ✨
You’ll thrive in this role if you have:

• 2+ years of customer service experience (financial services/contact center experience strongly preferred)


• Excellent written and verbal communication skills


• Strong judgment and confidence in handling complex or sensitive queries


• The ability to manage high volumes of enquiries without compromising quality


• A proactive, solutions-focused approach — you love to get things “right first time”


• Empathy, curiosity, and a genuine desire to help people


• The ability to work both independently and in a fast-paced team environment

We’re not looking for perfection — we’re looking for people who care, think critically, and want to grow.

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 £26,500 + monthly bonuses (part-time salary to be discussed at interview stage)
🏥 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: In-person or video call with a Team Leader


• Start date: Monday 9th