Customer Service Advisor – Midnights Team
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Job Description
Customer Service Advisor supporting small businesses via phone, email, and live chat. Resolving customer issues for Capital on Tap’s fintech platform during fixed midnights shifts.
Responsibilities:
- Provide friendly, professional support to customers via phone, email, and live chat
- Resolve issues efficiently while taking full ownership of each case from start to finish
- Listen carefully to understand concerns and deliver fair, practical solutions
- Keep up to date with products and policies to ensure accurate guidance and information
- Identify ways to improve the customer experience, including enhancing FAQs and suggesting process improvements
- Recognise customers who may need additional support and ensure they receive the help they need
Requirements:
- 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
- Ability to work independently while also contributing effectively within a fast-paced team environment
- Availability for Monday to Friday shifts, 5:30pm–2:00am
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
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