Operational Trainer - Customer Service

📍 Cardiff | 🏢 3 days per week in the office

Customer Service / Customer Operations 🚀
Customer Operations is the beating heart of Capital on Tap, making sure everything runs smoothly for our customers. Customer Service is at the frontline of Customer Operations - the first people our customers talk to when they need help and the face of the business.

What You’ll Be Doing 🗃️

• Delivering and designing training across onboarding, skills development and quality improvement for our frontline Customer Service Advisors - who work 24/7 in our Cardiff office and remotely


• Design and deliver blended learning programmes across our voice, chat and email teams


• Facilitate our onboarding journey (both in-person and remote/virtually) in Customer Service so we set our advisors up for success from day one


• Work with the Training and Competency Manager to build internal talent pipelines, from advisor to team leader, and team leader to ops manager


• Provide hands-on coaching and support to new joiners during their initial weeks, acting as their first point of contact for training-related questions.


• Work closely with the Head of Customer Service and Operations Managers to identify performance gaps and areas for development


• Introduce modern, scalable learning methods — moving beyond classroom-only sessions to accommodate 24/7 shift patterns, diverse learning styles and a growing team

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.


• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.


• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.


• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.


• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Proven background in training and learning, in a contact centre and financial services (FCA regulated) environment


• Track record of designing and delivering blended learning solutions


• Hands-on facilitation and delivery of training and onboarding programmes


• Strong understanding of learning principles, instructional design methodologies, and training evaluation techniques

Interview Process 🤝

• Stage 1: 30 minute intro call with a Talent Partner


• Stage 2: 60 minute interview + task with the Training and Competency Manager

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

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. Check out our 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

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