TL;DR
Customer Service Team Leader (Fintech): Leading and developing a team of customer service agents in a hybrid setting with an accent on team performance, coaching, and delivering exceptional customer outcomes. Focus on managing out-of-hours shifts, driving engagement, and supporting continuous improvement in a dynamic financial services environment.
Location: Hybrid role based in Cardiff, United Kingdom with 3 days in office and 2 days remote
Company
Capital on Tap provides an all-in-one business credit card and spend management platform serving over 200,000 small businesses worldwide.
What you will do
- Lead a team of around 10 customer service agents to achieve business and customer service goals.
- Develop team capabilities through coaching, 1:1s, huddles, and meetings.
- Support the Customer Support Manager in driving departmental improvements.
- Build strong relationships with internal stakeholders.
- Act as an escalation point during out-of-hours shifts.
- Remove barriers to enable excellent service delivery.
Requirements
- Location: Must work from Cardiff office 3 days per week and remotely 2 days per week
- Experience in contact centers, preferably financial services.
- Proven leadership and coaching skills with resilience for managing night shifts.
- Strong attention to detail and ability to analyze basic data for decision making.
- Growth mindset with confidence in giving and receiving feedback.
- Experience working unsociable or shift hours is a plus.
Culture & Benefits
- Private healthcare including dental and opticians.
- Worldwide travel insurance.
- Generous holiday allowance and sabbatical rewards.
- Salary sacrifice pension and EV schemes.
- Cycle to work and season ticket loan schemes.
- Dog-friendly office with free drinks and snacks.
Hiring process
- 30-minute video interview with Talent Partner.
- 60-minute CV overview and competency-based interview (in-person or video).
- 60-minute leadership and cultural fit interview with Head of Customer Service and Lead People Partner (in-person).