<div class="content-intro"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>We’re Capital on Tap 👋<br></strong></span><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💳 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.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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. </span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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! </span></p></div><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📍 Cardiff | 🏢 3 days in office, 2 from home. You’ll work from the office for your first 12 weeks whilst you get set up in your new role.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💰 Salary - Between £37-£50k DOE</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Collections Team 🚀</strong><strong><br></strong>As a Collections Team Leader, you will lead and support a team of up to 8 agents to deliver fair customer outcomes and excellent service. You will coach, develop, and motivate team members, manage performance and key metrics, act as an escalation point, and collaborate with stakeholders to ensure best practices are followed and barriers to success are removed.</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>What You’ll Be Doing 🗃️</strong></span></p> <ul> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Lead and support a team delivering fair and effective collections outcomes, ensuring vulnerable customers receive appropriate support tailored to their individual circumstances. </span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Ensure compliance with departmental processes, industry standards, and regulatory requirements, including Consumer Duty and FCA guidance, with a focus on supporting vulnerable customers.</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Oversee performance against SLAs, driving efficiency across calls and digital channels while maintaining high-quality conversations and first contact resolution.</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Coach and develop team members through regular 1-1s, coaching, and team meetings to enhance performance and engagement.</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Use your experience of supporting vulnerable customers to guide, mentor, and support the ongoing development of the team.</span></li> </ul> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>We’re Looking For 🔎</strong></span></p> <ul> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Strong leadership experience in multi-channel Collections environments, including management of UK and US portfolios (credit card or SME lending preferred).</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">A vast knowledge of regulatory frameworks including GDPR, FCA, Consumer Duty, insolvency, and the Equalities Act.</span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Proven experience in managing individual and team performance, driving engagement, and supporting teams handling complex and high-risk customer cases. </span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">A highly effective communicator with strong analytical and critical thinking abilities, able to navigate complex situations and deliver practical solutions. </span></li> <li style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Extensive knowledge of vulnerability that will assist you in guiding and developing team members, promoting best practice and delivering fair, customer-focused outcomes across the collections function. </span></li> </ul> <p><