Training & Competency Manager - Customer Service

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. 📍 Cardiff | 🏢 2 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 🗃️ Owning the end to end strategy for training our frontline Customer Service Advisors - who work 24/7 in our Cardiff office Design and deliver blended learning programmes across our voice, chat and email teams Delivering training across onboarding, skills development, quality improvement and leadership pathways Rebuild our onboarding journey in Customer Service so we set our advisors up for success from day one Develop and manage an internal talent pipeline - identifying high potential advisors and create pathways for them into Team Leader and Ops Manager roles Work closely with the Head of Customer Service and Operations Managers to identify performance gaps and areas for development Introduce modern, scalable learning methods — moving beyond classroom-only sessions to accommodate 24/7 shift patterns, diverse learning styles and a growing team 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 🔎 Proven background in training and learning, in a contact centre and financial services (FCA regulated) environment Track record of designing and delivering blended learning solutions at scale Hands-on - this role will eventually manage a team of trainers, but initially it’ll be very hands-on and you will be delivering some training yourself Strong understanding of learning principles, instructional design methodologies, and training evaluation techniques Experience with leadership development, able to build and support ongoing leadership team growth. Interview Process 🤝 Stage 1: 30 minute intro call with a Talent Partner Stage 2: 60 minute interview 2x Operations Manager Stage 3: 60 minute interview with Head of Customer Services and a 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. Other Info 👍Check out our ‘Top Tips’ for interviewing. ✔️Keep updated on new job opportunities by following us on Linkedin. 📧Email careers@capitalontap.com 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.)