Meet the Team - Chris, Customer Operations Manager

Chris Guy Customer Operations Manager At Capital On Tap

Chris Guy joined Capital on Tap this year as our Customer Operations Manager in Cardiff. We sat down with him to learn a bit more about him and what he does here.

What were you doing before Capital on Tap and why did you join us?

I’ve spent the majority of my career in financial services, leading operational teams across Cardiff, Bristol and Edinburgh. After being made redundant in my previous role, I was seeking new employment and found Capital on Tap all over my LinkedIn feed! I researched the company and well, the rest is history! 

Tell us a bit about what you’ve worked on 

Since I joined the operation has changed pretty drastically and has grown significantly over the last year. This has been incredible as it’s allowed the team to develop and created new opportunities for them, with many new roles added! As a result, we’ve been able to make improvements to the experience for our customers and make processes more efficient for our colleagues. 

I’ve been lucky enough to work on some interesting projects since joining, including creating a new piece of onboarding for new joiners. This was specifically honed to ease the transition for those who have completed their training and are ready to go to the live floor! 

However, my personal favourite was taking our customer support function to being open 24/7, 365 days a year, completely based right here in Cardiff. Our night owls are now fully operational and service our customers around the world!

What do you enjoy most about working at Capital on Tap?

I’m often asked this question and my response is always the same: people, culture, and autonomy within my role. The last might be the most important as it allows me and therefore my teams to really make a difference in our customers' journeys with us. 

Many companies have values which they pride themselves on, but at Capital on Tap we truly live and breathe them every single day, they’re embedded into every employee who works here. The people make this company a truly special place to work - they’re welcoming, friendly, and helpful while also challenging processes meaning we never stop learning and evolving!

What have you found most challenging?

Initially, it was not having to ask my boss for permission and instead having innovation and ideas openly welcomed! In previous roles, I’ve experienced the classic dreaded red tape which stopped many great ideas in their tracks. 

At Capital on Tap, we believe in piloting and genuinely encourage all staff to make a difference and give new things a go! If it could enhance our customers' experience with us and improves us as a business, we’ll try it!

What does a typical day look like for you at Capital on Tap?

The beauty of my role in customer operations means that no two days are the same! Usually, when I arrive I check in with my team and the wider operation as a whole with some simple hellos and chit-chat with a coffee. I think this time is really important in ensuring the team is engaged and everyone is feeling good. 

I huddle with my team managers daily in the morning and afternoon to review the previous day's performance and dedicate time to any areas that need extra support. In between usually involves meetings with key stakeholders, project reviews, 121’s, and the usual ad hoc things that always pop up in the world of operations to keep you on your toes!

If your team could describe you in 3 words, what would they say?

Supportive, honest, and passionate.

What do you like to do in your free time?

I like to keep active by heading to the gym, it’s always good to destress and relax the mind. I’m also a devoted Liverpool FC fan as well as playing for my local club Abercarn United - in truth I enjoy all sports, if anything’s on, I’m watching! Food and music are my other passions, I love to eat (probably enjoy it too much weekly) and head off to gigs all across the UK.

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