Customer Service Advisor – Midnights Team

Remote from: 🌐 Anywhere
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 23 Jun 2026
Apply before: 23 Jul 2026
Experience level: Entry-Level
Junior
Views / Applies: 140 / 16

Making running a small business as easy as possible.

Financial Services
2012

AI Summary

Capital on Tap is seeking a Customer Service Advisor for its midnight team in the UK. The role involves handling customer inquiries via phone, email, and live chat, resolving issues promptly, and improving customer experience. Candidates should have strong customer service experience, excellent communication skills, and the ability to work independently in a fast-paced environment. The company values innovation, speed, and teamwork. This is an opportunity to join a growing fintech company that supports small businesses.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires handling high-volume requests and complex inquiries, but it is typical for customer service positions, so difficulty is moderate.

Salary Analysis

AI Insight The job listing does not include salary information, but the market range for a customer service advisor in the US is $30,000 to $45,000 annually, with a median of $37,500. This role is based in the UK, so actual pay may vary.

Key Skills

Customer Service Communication Skills Problem Solving Financial Services Call Center Empathy Conflict Resolution Time Management Active Listening Adaptability

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Service Advisor position at Capital on Tap. With over three years of experience in customer service within financial services, I have developed strong communication skills and a passion for helping small business owners navigate their needs. I am particularly drawn to Capital on Tap's mission to serve underserved businesses and its commitment to innovation.

In my previous role, I handled high volumes of calls and emails, consistently resolving issues at first contact and maintaining high customer satisfaction scores. I am adept at taking ownership of cases and finding practical solutions. I thrive in fast-paced environments and enjoy collaborating with teams to improve processes.

I would love to bring my problem-solving abilities and dedication to excellent service to the Capital on Tap team. Thank you for considering my application.

Sincerely, [Your Name]

Possible Interview Questions

How do you handle a difficult customer who is upset about a charge on their account?

I would first listen empathetically to understand their concern without interrupting. Then, I would apologize for the inconvenience and investigate the charge. If it's an error, I would correct it and inform the customer of the resolution. If it's valid, I would explain clearly why the charge occurred and offer possible solutions or alternatives. I always aim to leave the customer feeling heard and valued.

Can you describe a time you went above and beyond for a customer?

In my previous role, a customer was frustrated because they needed a replacement card urgently for a business trip. I expedited the process by coordinating with the card services team and arranged overnight shipping. I also provided them with temporary digital card details so they could make essential purchases immediately. The customer was very grateful and later left a positive review.

How do you manage stress when dealing with a high volume of calls?

I prioritize remaining calm and focused by taking deep breaths and reminding myself to handle one call at a time. I also use active listening to quickly identify the core issue, which helps me resolve calls efficiently. After a particularly stressful shift, I take short breaks to recharge and reflect on what went well.

Why do you want to work for Capital on Tap specifically?

I admire Capital on Tap's dedication to supporting small businesses and its innovative approach to financial products. The company's values, like 'Just Pilot' and 'Why Not Today?', resonate with me because I enjoy fast-paced environments that encourage continuous improvement. I believe my skills in customer service can contribute to the team's success.

How do you stay updated on product and policy changes to ensure accurate information?

I make it a habit to review any internal communications, updates, or training materials provided. I also take notes during team meetings and ask questions if something is unclear. Additionally, I keep a personal reference document with key policy highlights that I update regularly. This helps me provide accurate and consistent information to customers.

We’re Capital on Tap 👋
💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren’t fit for purpose, and small business owners often couldn’t access what they needed. We set out to fix that.

Today we’re a financial platform – not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we’re profitable. We’ve done a pretty good job so far, but we’re just getting started!

📍 Remote – UK

☎️ Shifts (Midnights) – 37.5 hours per week Monday – Friday, between 12 noon – Midnight on a 2-week shift pattern. Week 1 – 12.30-9pm. Week 2 – 3.30-midnight.

Customer Service Team 🚀
Our Customer Service team are the friendly voice of Capital on Tap – often the first people our business owners turn to when they need assistance. We strive to support our customers across phone, email, and live chat, taking ownership of each issue from start to finish, and providing clear and practical solutions. The team plays an important role in improving customer experience, and building strong relationships with our business owners by providing the best service possible.

What You’ll Be Doing 🗃️

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

We’re Looking For 🔎

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

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.

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Interview Process 🤝

Stage 1: First stage: 20-minute intro and values call with Talent Partner (Video call)
Stage 2: Final stage: 45-minute virtual interview with members of the Customer Service Management team

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our 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

Check out more of our benefits, values and mission here.

Other Info
👍Check out our ‘Top Tips’ for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧Email [email protected] if you have any questions.

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then 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.)

Apply now >