Capital on Tap

Customer Support

• 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
• Proactively 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

Customer Service Advisor – Midnights Team

• 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 provide 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
• Complete four weeks of remote 9–5.30pm training followed by 2–3 weeks of on-the-job training
• Work a 4-on, 4-off night rotation with 11-hour shifts

Customer Service Advisor

Collections

• Engage directly with customers to negotiate repayment plans
• Analyse financial situations to create tailored solutions
• Ensure adherence to GDPR, FCA, and FDCPA regulations
• Handle customer complaints and resolve conflicts effectively
• Prioritize multiple tasks while maintaining high-quality standards
• Work with internal and external teams to support customer outcomes
• Service a mixture of UK and US customers as part of the Midnight team

Customer Service Advisor – Midnights Team

Customer Service Advisor

Collections Officer, Midnight Team