Today we chat to our Operations Manager Nik, who joined Capital on Tap back in 2014 and is now in charge of the team at the heart of the company. The Operations Team deal with all customers’ queries and feedback, but also work closely with all other departments within the business to ensure our processes are of the highest quality available in the industry.
Hi Nik, can you tell us how you began a career at Capital on Tap?
I was straight out of university and I was looking for an opportunity to work somewhere that is challenging, fast paced and where you learn a lot while working rather than a bureaucratic or very corporate environment. I started as an underwriter for a couple of years and then wanted to progress further – I was always keen on leading a team to gain that experience of being able to pass skills and knowledge onto other people and help them develop their own careers.
You’ve been here since almost the very beginning, what would you say is the one thing you love the most about working at Capital on Tap?
I think it’s the fact that it is up to you what you make of it: what you put in you will get out. It has an environment for people to excel at what they do, and it will reward that by creating opportunities and incredible learning and responsibilities that you may not get anywhere else.
And what would you say has been the most challenging moment in your career so far?
I would say leading the operations team. They are an incredible and hardworking team and have benefited from an outstanding support culture from previous managers such as Zoe in the past. It has been an incredibly steep learning curve to gain their respect and use it to drive them forward to create value for themselves and the company. But I gladly volunteered, even though it was combined with a lot of long hours and uncertainty in the beginning, I feel I’ve touched ground again and established my daily routine.
Talking about a daily routine, how would you describe a typical week working at Capital on Tap?
There is no such thing as a typical week! You make a plan and realise ten minutes later that it is entirely out of date because everything has changed since you last looked at it. Our IT team are working at a crazy pace, sometimes it’s overwhelming how fast they work. You can have targets and goals, but even those constantly evolve as you progress and technology pushes the boundaries of what was previously within the imagination. A typical week is knowing that everything always changes, and that’s what makes it exciting and challenging.
What advice do you wish you had been given before starting at Capital on Tap?
Trust your instincts! There is no manual to tell you how things are supposed to be done or how to build a new project. People that excel here are the people that make decisions every day on something they aren’t entirely sure about because it hasn’t been done before. Because the hierarchy here is so flat and everyone values everyone else’s opinion, stakeholders always welcome being challenged on their ideas, and that keeps things evolving on a daily basis, which is something that’s very healthy for a business to have. The big learning is to make it up as you go along and do so while being responsible and accountable for your actions. Also try and get it right more often than not, ha!
What makes a perfect operator in your eyes?
The perfect operator is someone who, with every customer interaction – be it on the phone, via email or online chat – understands that there is a way to fulfil a customer’s needs. There’s always a way to deliver great results. Boundaries can be pushed, processes aren’t necessarily perfect, and a great operator has to always think outside the box to resolve any issues and create the best outcome for the customer and the business.
Finally, how would you describe the social aspect of the office? Is it all work and no play?
No one does not take the time to socialise at Capital on Tap. It’s just incredible how you can talk to everyone, grab a pint with people after work, chat or play football. It really is the perfect environment to meet great people who become friends, and it’s fantastic to have a workplace that encourages social activities.
Interested in a career at Capital on Tap?