Description:
We're not just another call centre — we're the team small business owners rely on every day. You'll have the space to think, solve problems creatively, make confident decisions, and see the impact of your work quickly.
As the friendly voice of Capital on Tap, you'll help make life easier for our customers by keeping things simple, clear, and stress-free while they focus on building their businesses.
What You'll Be Doing 🗃️ Working remotely as part of a structured, supportive team, you'll:
- Support customers across phone, email, and live chat.
- Take full ownership of queries from first contact through to resolution.
- Handle complex and sensitive account queries with confidence and care.
- Apply financial services policies and processes accurately while managing high volumes with professionalism.
- Identify customers who may need extra support and ensure they receive it.
- Work closely with your remote team to share feedback, suggest improvements, and continuously enhance the customer experience.
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 🔎
- 2+ years' customer service experience in a financial services or contact centre environment.
- Confident handling multi-channel customer contacts (phone, email, live chat).
- Strong communication skills, sound judgement, and high attention to detail.
- Comfortable working within regulated environments and quality standards.
- Calm, solutions-focused, and professional when managing sensitive or difficult cases.
- Self-motivated and able to work independently in a remote setting.
Remote Working Requirements 🏠
- A quiet, secure home working space with reliable high-speed internet.
- Comfortable working structured shifts from home while staying organised, focused, and engaged.
- Strong self-management skills and confidence using multiple systems at once.