Senior Operations Manager - Customer Service

📍 Cardiff | 🏢 3 days per week in the office

Customer Service / Customer Operations 🚀

Customer Operations is the beating heart of Capital on Tap, making sure everything runs smoothly for our customers. Customer Service is at the frontline of Customer Operations - the first people our customers talk to when they need help and the face of the business.

What You’ll Be Doing 🗃️

Reporting to the Head of Customer Services, you will play a pivotal role in shaping the future of our contact centre, leading teams that serve our UK and US business customers. This role goes beyond day-to-day people leadership: you will be the driving force behind how the contact centre evolves, using technology and a deep understanding of why customers contact us to reduce friction, improve efficiency, and deliver an outstanding customer experience.

• Drive the contact centre forward by identifying and implementing technology and tooling that improves efficiency, colleague experience, and customer outcomes.
• Build a deep understanding of the root causes of customer contact, using data and insight to inform process redesign, self-serve options, and contact deflection strategies.
• Translate contact driver analysis into tangible action plans that reduce avoidable contact and improve first-contact resolution.
• Build and lead a high-performing team, focusing on professional growth and personal development.
• Champion engagement, recognition, and team development to foster connection, alignment, and a shared sense of purpose.
• Lead, mentor and support customer-facing colleagues and Team Leaders to cultivate a culture of accountability, collaboration, and continuous improvement.
• Oversee team performance and service delivery standards, providing expert support for escalations while maintaining a proactive approach to problem-solving.
• Collaborate with other departments to optimise customer interactions, influence product and process improvements, and identify training needs.

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.

We’re Looking For 🔎

• A senior leader with significant experience in contact centre management within a financial services environment.
• A track record of using technology and automation to drive operational improvement within a customer service or contact centre setting.
• Strong analytical capability, with experience interpreting contact driver and customer insight data to shape strategy and reduce unnecessary contact.
• A highly effective communicator with excellent leadership skills, able to foster collaboration with key stakeholders across the business.
• A proven track record of successfully leading and managing high-performing teams within a fast-paced and dynamic environment.
• A deep understanding of customer service processes, with a history of driving measurable operational improvements.

Interview Process 🤝

• Stage 1: 30 minutes with a Talent Partner
• Stage 2: 60 minutes with the Head of Customer Service
• Stage 3: 60 minutes with the Customer Operations Director and Lead People Partner

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.