Enterprise Customer Service Agent

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 specialize in helping businesses seamlessly accept payments, whether it's through cutting-edge POS systems or online platforms.

Recognized 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 Customer Service Agent (Enterprise) to join our expanding team in Hull. Reporting to our Enterprise 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.

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.

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.

Technical Skills

• 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. (GEMS/TMS/PAX Store/Noetica/VeriCentre/VHQ/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.

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.