Complaints Officer

1. We empower you to be innovative and solve complex problems.
2. In this dynamic and challenging role, you will report to the Complaints Manager and be an integral part of a busy team, managing and resolving customer complaints across multiple channels, including telephone, email, and letter.
3. We offer Private Healthcare including dental and optician services through Vitality.

We’re Capital on Tap:

Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?

We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

Check out the development opportunities in the Complaints team.

This is a Hybrid role, the Complaints team work from our Cardiff Offices 3 days per week.

What You’ll Be Doing:

• In this dynamic and challenging role, you will report to the Complaints Manager and be an integral part of a busy team, managing and resolving customer complaints across multiple channels, including telephone, email, and letter.
• We're seeking individuals who take full ownership of the complaints process from start to finish, ensuring fair, consistent outcomes in line with company policies, procedures, and regulatory requirements. If you're confident, proactive, and committed to delivering exceptional customer service, this role is for you.
• Deliver friendly and helpful customer service via phone or written communication
• Take full ownership of complaints, keeping customers informed throughout the process
• Understand our business and products, collaborating with teams for quick service
• Ensure complaints comply with FCA guidelines and relevant laws
• Write clear response letters, explaining findings and educating customers on our services
• Lead initiatives to improve complaint handling, ensuring successful implementation

We’re Looking For:

• Experience handling complaints in a busy, customer-focused financial services environment is desirable
• Experience working within FCA regulations
• Strong verbal and written communication skills, with the ability to meet regulatory deadlines
• Self-motivated and able to work independently
• Takes ownership with strong attention to detail
• Strong work ethic with a passion for improving customer satisfaction

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 optician 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
• 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