Service delivery director Work, Jobs in Cardiff, Wls (with Salaries)

Senior Operations Manager - Customer Service
Capital on Tap —Cardiff
- £500 - £750 a week
- Customer service
- Analysis skills
- Financial services
Senior Official Controls Auditor
Food Standards Agency —Cardiff
- £42,596 - £52,700 a year
- Part-time
- Remote
- Presentation skills
5d
Senior Cleaning Operations Manager
Diverse Commercial Solutions Ltd —Newport
- £45,000 - £48,000 a year
- Weekend availability
- Customer service
- Travel
- Organisational skills
- Free parking
Quick apply
12d
Commercial Director
Date Digital Lounge Ltd. —Cardiff
- £6,500 - £7,300 a month
- Full-time
- Sales
- Marketing
- Business development
Quick apply
12d
Service Transformation Manager
Aneurin Bevan University Health Board —Newport
- £58,379 - £65,723 a year
- Full-time
- English
- Paid training
5d
Head of Commercial
Food Standards Agency —Cardiff
- £72,469 - £86,600 a year
- Temporary
- Remote
- Presentation skills
- Driving
- Contracts
12d
Commercial Category Manager
Food Standards Agency —Cardiff
- £45,125 - £48,899 a year
- Full-time
- Remote
- Presentation skills
- Organisational skills
- IT
7d
Wales Engagement Associate
Ofwat (Water Services Regulation Authority) —Cardiff
- £29,532 - £35,000 a year
- Part-time
- Hybrid work
- Presentation skills
- Communication skills
- Annual leave
- Employee discount
Crematorium Assistant - with a focus on Grounds work
Memoria Ltd —Barry
- £27,000 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Administrative experience
- Employee assistance programme
- Life insurance
Quick apply
Planning Manager
BarrattDevelopments —Cardiff
- Driving
- Communication skills
- Negotiation
Director - Office Lead - Cardiff
TFT Consultants —Cardiff
- Full-time
- Hybrid work
- Business development
- Leadership
Senior Assistant (Executive Assistant), Leadership Support Centre, Central Business Services
Deloitte —Cardiff
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Service Delivery Lead - Wales - Our Future Health Programme
Xyla Services —Caerphilly
- £31 - £40 an hour
- Part-time
- Customer service
- BLS Certification
- Travel
Quick apply
9d
Project Manager
Office for National Statistics —Newport
- £56,861 a year
- Part-time
- Hybrid work
- PMP
- Presentation skills
2d
Associate Director
LRG —Cardiff
- Call to connect
- Hybrid work
- Analysis skills
- Annual leave
- Employee assistance programme
Quick apply
Procurement Manager
The Ouds Warehouse Ltd —Cardiff
- From £39,000 a year
- Full-time
- Microsoft Excel
- In-person
- Communication skills
- Free parking
- Employee discount
Quick apply
10h
Contracts Manager
Rhondda Cynon Taf —Rhondda Cynon Taff
- £54,495 a year
- Full-time
- Civil engineering
- Travel
- Contracts
- Annual leave
- Flexible schedule
1d
Senior Project Manager (PMCM Build)
WSP —Cardiff
- Part-time
- Hybrid work
- Project management
- Contracts
- Leadership
- Flexitime
- Work from home
General Practice Director - Cardiff
Xeinadin —Cardiff
- Annual leave
- Employee assistance programme
Technical Director, Capture Management Lead - Water
AECOM —Cardiff
- Full-time
- Hybrid work
- Sales
- Travel
- Leadership

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Senior Operations Manager - Customer Service

Capital on Tap -
Cardiff

Apply Now

Job details

£500 - £750 a week

Benefits

Cycle to work scheme
Season ticket loan
Company pension
Private medical insurance
Sabbatical

Qualifications

Customer service
Analysis skills
Financial services
Leadership
Communication skills

Full job description

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!

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.

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

Refine Your Search

service delivery director jobs in cardiff, wls

Senior Operations Manager - Customer Service

Senior Official Controls Auditor

Senior Cleaning Operations Manager

Commercial Director

Service Transformation Manager

Head of Commercial

Commercial Category Manager

Wales Engagement Associate

Crematorium Assistant - with a focus on Grounds work

Planning Manager

Director - Office Lead - Cardiff

Senior Assistant (Executive Assistant), Leadership Support Centre, Central Business Services

Service Delivery Lead - Wales - Our Future Health Programme

Project Manager

Associate Director

Procurement Manager

Contracts Manager

Senior Project Manager (PMCM Build)

General Practice Director - Cardiff

Technical Director, Capture Management Lead - Water

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