Customer Service Agent

About us

Since launching in 2018, DNA Payments has become one of the UK’s largest independent, fully integrated omnichannel payments providers. We enable businesses of all sizes to seamlessly accept payments, from cutting-edge POS systems to powerful payment gateway, ecommerce and in-app solutions.

Recognised by Beauhurst as one of the UK’s top 50 fintech innovators, we’re reshaping the payments landscape with technology that makes transactions simpler, faster, and more secure. Backed by £100 million in Private Equity funding from Alchemy, we process £1.2+ billion in payments every month for over 60,000 merchants across the UK and Europe.

With a growing team of 375 specialists operating from our London HQ and regional offices in Hull, Nottingham, and Kazakhstan, we’re scaling rapidly. Join us on our journey to redefine the future of payments.

Role Summary

We’re looking for a Customer Service Agent to join our growing team based in Hull. Reporting to the Customer Services Team Leader, your main responsibility will be to manage day-to-day customer enquiries and aim for first-contact resolution.

You’ll be part of a highly motivated, supportive team within a fast-growing business, working alongside colleagues who genuinely care about delivering a great customer experience.

Reporting into: Customer Services Team Leader
Working hours: 37.5 - Hours ranging from 0800-2300 Monday-Sunday
Working location: Hull

Key Responsibilities:

· Responding to customers’ queries via telephone, email and online chat.

· Dealing with, but not limited to, billing enquiries, technical issues, swapping / ordering terminals, product logistics, ordering stock.

· Achieving your KPI’s and SLA’s to provide our customers with the highest level of customer service and support.

· Working on systems such as Salesforce, online telephony platforms and other software to support our customer base.

Competencies

· Previous experience in a customer service/ call centre role would be advantageous. Call centre experience is not mandatory.

· An interest in business and providing the highest level of customer service.

· A willingness to learn and be accountable for your success and development.

· Previous exposure to our operating systems would be an advantage but full training and support will be given.

· Good communication and listening skills.

Skill/Technical

· Troubleshooting and root cause analysis within a similar industry would be an advantage

· Exposure to the products and systems we use would be an advantage. (PAX Store/Noetica/OCC/Salesforce/ODIN/Kibana)

· 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.

About You:

· A keen interest in people, business, and technology.

· High level written, communication and listening skills are essential.

· Previous exposure to our operating systems would be an advantage.

· A passion for client outcomes.

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

• Cycle to work scheme

• 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.