Customer Service Agent (part Time)

Customer Service Agent (SME) Opportunity

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 (SME) to join our growing team. 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.

This is a part-time role (18 hours per week) with mandatory full-time training for the first 2 weeks, based in our Hull office. You'll be part of a motivated, supportive team working in a fast-growing fintech environment where exceptional customer service is at the heart of what we do.

Reporting into: Customer Services Team Leader

Working hours: 18 hours per week | Monday – Saturday | 17:00 PM – 23:00 PM (After Probation) rotational or fixed schedule to be confirmed.

Working location: Hull

Key Responsibilities

• Responding to customers' queries via telephone, email and Live 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, telephony platforms and other software to support our customer base.

Key Skills

• Previous experience in a customer service/ call centre role would be advantageous.
• Demonstrates an interest in commercial operations and a dedication to maintaining the highest standards of customer service.
• A willingness to learn and be accountable for your success and development.
• Previous experience to our operating systems would be an advantage but full training and support will be given.
• Demonstrates a good level of both written and verbal communication, alongside good listening skills

Technical Skills

• Troubleshooting and root cause analysis within a similar industry would be an advantage
• Experience to the products and systems we use would be an advantage. (Noetica & Salesforce
• 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.

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 (Pro Rata for PT roles)
• Private Medical
• Life Assurance
• Ride to work
• Access to self-learning platform
• Bookboon
• Income Protection
• Workplace Pension
• Employee Assistance Programme

At DNA Payments, we put our values into action through real initiatives. From our dedicated in-house Sales and Operations training programmes that support career development, to DNA Day where we come together to celebrate our people and culture, we're committed to investing in our teams. We're also proud to support wider community initiatives, such as attending Hull Pride, reflecting our dedication to equality, inclusion, and celebrating diversity.