Customer Service Advisor - Midnights Team

Capital on Tap is a financial platform focused on providing services to small businesses. They are seeking a Customer Service Advisor to support customers through various channels, ensuring a high-quality experience and resolving issues effectively.

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, 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