Complaints Officer

at  Capital on Tap

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.

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