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For Companies At a Glance
- Tasks: Manage customer enquiries and provide top-notch support via phone, email, and live chat.
- Company: Join DNA Payments, a leading fintech innovator reshaping the payments landscape.
- Benefits: Enjoy 25 days holiday, private medical, and a supportive team environment.
- Other info: Dynamic workplace with opportunities for personal and professional growth.
- Why this job: Be part of a fast-growing company where your contributions truly matter.
- Qualifications: Customer service experience is a plus; a willingness to learn is essential.
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 (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.
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 (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
Educate, Discover & Inspire
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.
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Customer Service Agent (Part Time) employer: DNA Payments Ltd
Contact Detail:
DNA Payments Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent (Part Time)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on DNA Payments. Understand their services and values so you can show how you fit into their culture and mission.
✨Tip Number 2
Practice makes perfect! Prepare for common customer service scenarios you might face in the role. Think about how you'd handle tricky situations and be ready to share your thought process during the interview.
✨Tip Number 3
Show off your skills! If you've got experience with Salesforce or similar systems, make sure to highlight that. Even if you don’t, express your eagerness to learn and adapt quickly to new tools.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at DNA Payments.
We think you need these skills to ace Customer Service Agent (Part Time)
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight any previous experience in customer service or call centre roles. We want to see how you've handled customer queries and resolved issues, so share specific examples that showcase your skills!
Tailor Your Application: Take a moment to customise your application for the role. Use keywords from the job description and relate your experiences to the responsibilities listed. This shows us you’re genuinely interested in joining our team!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that are easy to read. Avoid jargon unless it’s relevant to the role – we want to understand your experience without any confusion!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the process smoother for both of us!
How to prepare for a job interview at DNA Payments Ltd
✨Know the Company Inside Out
Before your interview, take some time to research DNA Payments. Understand their services, values, and recent achievements. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Common Customer Service Scenarios
Think about typical customer service situations you might face in this role. Prepare examples from your past experiences where you successfully resolved issues or handled difficult customers. This will demonstrate your problem-solving skills and ability to maintain high service standards.
✨Showcase Your Communication Skills
Since the role involves interacting with customers via various channels, practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to refine your verbal and written communication skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training processes, or what success looks like in this role. This shows that you’re engaged and thinking about how you can contribute to the team.