Capital on Tap - Customer Service Advisor - Midnights Team

• 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 • We’re Looking For 🔎 • Strong customer service experience, ideally within a call centre or financial services environment • Strong 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 • The ability to work independently while also contributing effectively within a fast-paced team environment • 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. • Even if you don’t have all of the necessary skills, we still encourage you to apply. • Interview Process 🤝 • Stage 1: First stage: 20-minute intro and values call with Talent Partner (Video call) • Stage 2: Final stage: 45-minute virtual interview with members of the Customer Service Management team • 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.