Customer Support Officer Cardiff

Applied Intuition Inc.; Cardiff; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A growing fintech company in Cardiff seeks an experienced customer service representative to provide support to business owners. This hybrid role involves engaging with customers via phone, email, and live chat to resolve issues swiftly and efficiently. The ideal candidate has over 2 years in customer service, preferably in financial services, and strong communication skills. This position offers competitive salary starting at £26,500 and various perks including private healthcare and a generous leave policy.

Benefits

Salary from £26,500 + bonuses

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Free drinks and snacks

Qualifications

• 2+ years of customer service experience, preferably in financial services.
• Excellent written and verbal communication skills.
• Ability to manage high volumes of enquiries efficiently.

Responsibilities

• Provide friendly customer support over phone, email, and live chat.
• Solve customer issues from start to finish.
• Stay updated on products and policies for accurate advice.

Skills

Customer service experience

Communication skills

Problem-solving

Empathy

Judgment

Job description

We’re Capital on Tap 👋 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all‑in‑one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us? We empower you to be innovative, solve complex problems, take ownership, and thrive in our scaling and agile environment.

🏢 This is a hybrid‑based role, working from our Cardiff City Centre Office. Once you’ve passed your probation, you’ll be in the office 3 days a week and 2 days from home.

What You’ll Be Doing ✨

You’ll be the friendly face (or voice!) of Capital on Tap — the first person our customers turn to when they need help. Our business owners are busy building their dreams, so your job is to make things simple and stress‑free.

• Servicing our customers over phone, email, and live chat — always keeping it friendly and professional
• Solving problems fast and owning each customer’s issue from start to finish
• Listening carefully, understanding what’s gone wrong, and finding fair solutions that make sense
• Staying up to date with our products and policies so you can offer accurate advice
• Spotting opportunities to make things better — from improving FAQs to suggesting process changes
• Identifying customers who might need extra support and making sure they get it

Shift Patterns

We offer a variety of shift patterns so we can support our customers around the clock. Shift preferences will be discussed during the interview.

We’re Looking For ✨

• 2+ years of customer service experience (financial services experience strongly preferred)
• Excellent written and verbal communication skills
• Strong judgment and confidence in handling complex or sensitive queries
• The ability to manage high volumes of enquiries without compromising quality
• A proactive, solutions‑focused approach — you love to get things “right first time”
• Empathy, curiosity, and a genuine desire to help people
• The ability to work both independently and in a fast‑paced team environment

Diversity & Inclusion

We believe that different perspectives make us stronger. We welcome and encourage applicants from all backgrounds and experiences to join our team. Come as you are — we’re building a culture where everyone belongs.

Great Work Deserves Great Perks

• Salary from £26,500 + monthly bonuses (part‑time salary to be discussed at interview stage)
• Private Healthcare, including dental and optician 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
• 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

Interview Process

• First stage: 15‑minute intro call with a member of the Talent Team
• Final stage: Assessment day (Tuesday 20th, Wednesday 21st or Thursday 22nd of January, 1pm‑5pm in person)

Apply

If you’d like to progress your career within our fast growing, profitable fintech, 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).