Customer Service Agent (Part-time)

About us

Since our founding in 2018, DNA Payments has rapidly grown into one of the largest independent, fully integrated omnichannel payments providers in the UK and Europe. We specialise in helping businesses seamlessly accept payments, whether it's through cutting-edge POS systems or online platforms.

Recognised as one of the top 50 fintech start-ups by Beauhurst, we are a true innovator in the financial space. Backed by £100 million Private Equity funding from Alchemy, we now process over £1.2 billion every month, serving 60,000+ businesses across the UK and Europe.

Our dynamic team of 375 professionals operate from our London headquarters, with regional offices spanning Hull, Nottingham and Kazakhstan. As we continue to expand, we’re on a mission to empower businesses to thrive through pioneering payment solutions. Join us and be a part of the exciting journey towards reshaping the future of payments.

Job Summary

We’re looking for a Senior Customer Service Agent (SME) to join our expanding team in Hull. Reporting to our SME Client Services Team Leader, this role is pivotal in ensuring that our customers receive exceptional service while also supporting our agents and management team. You will be part of a highly motivated group within a growing business that values customer care.

Key responsibilities

• Customer Interaction: Respond to customers’ queries via telephone, email, and online chat, addressing a variety of issues including billing inquiries, technical problems, terminal swaps/orders, product logistics, and stock ordering.
• Support for Agents: Provide day-to-day assistance to agents by answering questions and offering guidance on complex customer issues.
• Escalation Management: Handle customer escalations effectively, ensuring timely resolution and maintaining high customer satisfaction.
• Managerial Support: Assist managers with workload management and step in as acting manager when necessary to ensure seamless operations.
• Project ownership: Engage in additional projects aimed at improving service delivery and operational efficiency.
• Subject Matter Expertise: Dedicate approximately 50% of your time to taking calls as a Subject Matter Expert (SME), leveraging your knowledge to resolve customer enquiries.
• Quality Assurance: Maintain personal standards in Quality Assurance (QA) and consistently meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• System Proficiency: Utilise systems such as Salesforce and online telephony platforms to support our customer base effectively.

What you need to succeed

• Experience: Previous experience in a customer service or call centre role is advantageous, though not mandatory.
• Interest in Business: A genuine interest in business operations and delivering the highest level of customer service.
• Learning Mindset: A willingness to learn, adapt, and take personal accountability for your success and professional development.
• Technical Familiarity: Familiarity with our operating systems is beneficial; however, full training and support will be provided.
• Communication Skills: Excellent communication and listening skills are essential for effective interaction with customers and team members.

Technical Skills

• Troubleshooting and root cause analysis within a similar industry would be an advantage
• Knowledge of Sales Force, Noetica, Pax Store, Odin, OCC and Kibaba would be an advantage.
• Ability to take ownership of customer cases/ escalations and handle through to resolution.
• Experience of working in a fast paced, business to business environment working successfully within SLA’s and deadlines.

What’s in it for you?

You’ll work with a collaborative team and have support and development to move into a management role. If that’s not enough, you also receive the following benefits.

- 25 days holiday per year
- Private Medical
- Life Assurance
- Ride to work
- Access to self-learning platform
- Bookboon
- Income Protection
- Workplace Pension
- Employee Assistance Programme

Educate, Discover & Inspire

At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered.

Join us in creating a workplace that reflects the diverse world and customers we serve.

Should you require any reasonable adjustments throughout the interview process, please make us aware.