Customer Service Agent

About us

Founded in 2018, we are one of the largest independent, fully vertically integrated omnichannel payments companies in the UK and Europe. We help businesses receive payments either through POS systems (the ones you tap your card on) or online. Recently listed in the top 50 fintech start-ups by Beauhurst.

We raised £100 million through Alchemy and currently process over £1.2bn a month, servicing over 60,000 customers across the UK & Europe.

DNA is made up of nine subsidiaries (and counting), DNA Payments, 123Send, Optomany, Opto KZ, Active Payments, EFT Solutions, Kwalitas, FPMS and Card Cutters. There are 350 of us across our head office in London, regional offices in the UK and Kazakstan.

We are growing quickly and are on the lookout for the very best talent to help us achieve our mission; to be a Pioneering Payments Provider, Powering businesses to thrive.

Job Summary

We’re looking for a Customer Service Agent (SME) to join our expanding team in Hull. Reporting to our SME Client Services Team Leader, the purpose of your role is to deal with our customers day to day enquiries and resolve matters at first instance. You will join a highly motivated team and be part of a growing business working with colleagues who care about our customers.

Shift Patterns:
Monday – Saturday (8am-8pm)
We require 1 or 2 Sunday Shifts per month – (09:00-17:30)

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 etc
• 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.

Technical Skills

• Troubleshooting and root cause analysis within the payments industry would be an advantage
• Exposure to the products and systems we use would be an advantage. (GEMS/TMS/PAX Store/Noetica/VeriCentre/VHQ/OCC/Salesforce/ODIN/Kibana)
• Experience using online chat tools to resolve customer issues would be advantageous.
• 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 you need to succeed

• 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.

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.