Customer Service Team Lead

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.

The Role

As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive an exceptional service experience. You will be responsible for leading a team of customer service advisors, providing coaching and support to drive performance, improve customer satisfaction, and ensure service excellence.

Key Responsibilities

• Lead, coach, and develop a team of customer service advisors to deliver outstanding service.
• Monitor team performance, set objectives, and provide regular feedback and training.
• Ensure the team meets or exceeds KPIs related to response times, resolution rates, and customer satisfaction.
• Handle escalated customer queries and complaints in a professional and efficient manner.
• Work closely with other departments to resolve customer issues and improve service processes.
• Identify opportunities to enhance service delivery and drive continuous improvement initiatives.
• Maintain a strong understanding of our products, services, and industry regulations to provide accurate information to customers.
• Support recruitment, onboarding, and training of new customer service team members.
• Ensure compliance with company policies, procedures, and industry standards.

What We’re Looking For

• Experience: Proven experience in a team lead or supervisory role within a customer service environment. Payments, fintech, or financial services experience is a plus.
• Leadership Skills: Strong people management skills with the ability to motivate and inspire a team.
• Demand Reduction and Efficiency: Lead projects to reduce call volumes through process improvements and strategic initiatives, ensuring efficient use of resources and enhancing customer experience.
• Building Culture and Value: Foster a positive, inclusive culture by promoting employee engagement, continuous learning, and well-being initiatives, making the team a great place to work.
• Strategic Alignment and Cross-Functional Support: Develop and implement strategies that align customer service operations with company goals, identifying opportunities for the team to support other business areas through upskilling and cross-functional collaboration.
• Customer Focus: A passion for delivering outstanding customer service and a strong customer-first mindset.
• Problem-Solving: Excellent analytical and problem-solving skills to handle escalations and improve processes.
• Communication: Outstanding verbal and written communication skills.
• Tech-Savvy: Comfortable working with CRM systems, Salesforce, reporting tools, and customer service software.
• Resilience: Ability to work under pressure in a fast-paced environment.

What’s in it for you?

You’ll work with a collaborative team and join a fast-growth fintech where you’ll get the chance to learn and develop, and 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.