Senior Operations Manager Customer Service

Were Capital on Tap
Capital on Tap started because small businesses were underserved. Big banks were slow their products werent fit for purpose and small business owners often couldnt access what they needed. We set out to fix that.

Today were a financial platform - not just a credit card company. We offer a best-in-class business credit card SME-focused spend management platform a savings product that hit 1 billion in funds within its first year and a growing suite of tools and financial products that make running a small business easier.

1000 employees 20bn in annual card spend 200000 customers 17000 Trustpilot reviews averaging 4.7 stars and were profitable. Weve done a pretty good job so far but were just getting started!

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 Youll Be Doing

Reporting to the Head of Customer Services youwill play a pivotal role in shaping the future of our contact centre leading teams that serve our UK and US business customers. This role goes beyond day-to-day people leadership: you will be the driving force behind how the contact centre evolves using technology and a deep understanding of why customers contact us to reduce friction improve efficiency and deliver an outstanding customer experience.

• Drive the contact centre forward by identifying and implementing technology and tooling that improves efficiency colleague experience and customer outcomes.
• Build a deep understanding of the root causes of customer contact using data and insight to inform process redesign self-serve options and contact deflection strategies.
• Translate contact driver analysis into tangible action plans that reduce avoidable contact and improve first-contact resolution.
• Build and lead a high-performing team focusing on professional growth and personal development.
• Champion engagement recognition and team development to foster connection alignment and a shared sense of purpose.
• Lead mentor and support customer-facing colleagues and Team Leaders to cultivate a culture of accountability collaboration and continuous improvement.
• Oversee team performance and service delivery standards providing expert support for escalations while maintaining a proactive approach to problem-solving.
• Collaborate with other departments to optimise customer interactions influence product and process improvements and identify training needs.

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 its hard.
• Owners and Dates: We dont 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.

Were Looking For

• A senior leader with significant experience in contact centre management within a financial services environment.
• A track record of using technology and automation to drive operational improvement within a customer service or contact centre setting.
• Strong analytical capability with experience interpreting contact driver and customer insight data to shape strategy and reduce unnecessary contact.
• A highly effective communicator with excellent leadership skills able to foster collaboration with key stakeholders across the business.
• A proven track record of successfully leading and managing high-performing teams within a fast-paced and dynamic environment.
• A deep understanding of customer service processes with a history of driving measurable operational improvements.

Interview Process

• Stage 1: 30 minutes with a Talent Partner
• Stage 2: 60 minutes with the Head of Customer Service
• Stage 3: 60 minutes with the Customer Operations Director and Lead People Partner

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 (-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.

Other Info
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Excited to work here Apply!
If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

Required Experience:

Manager

Employment Type : Full Time
Experience: years
Vacancy: 1