Customer Service Advisor - Days

Our Customer Service team are the friendly voice of Capital on Tap - often the first people our business owners turn to when they need assistance. We strive to support our customers across phone, email, and live chat, taking ownership of each issue from start to finish, and providing clear and practical solutions. You will play an important role in improving customer experience, and building strong relationships with our business owners by providing the best service possible.

Responsibilities

Providing friendly, professional support to customers via phone, email, and live chat; Resolving issues efficiently while taking full ownership of each case from start to finish; Listening carefully to understand concerns and delivering fair, practical solutions; Keeping up to date with products and policies to ensure accurate guidance and information is provided; Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements; Recognising customers who may need additional support and ensuring they receive the help they need

Requirements

Strong customer service experience within a contact centre environment; Excellent verbal and written communication skills, with the ability to explain information clearly and professionally; Sound judgement and confidence when managing complex or sensitive customer enquiries; Proven ability to handle a high volume of requests while maintaining accuracy and quality; Proactive attitude, with a strong focus on resolving issues at the first point of contact; Empathetic and curious nature, with a genuine passion for helping people

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