Enterprise Client Services Team Leader

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
-
As a Team Leader, reporting to the Team Manager, you will train, onboard, develop and support our Enterprise customer service and technical advisors based in Hull. You will monitor your teams progress and implement improvements that create a better client and employee experience. Day to day you'll support with enquiries and help advisors resolve matters in first instance. The team is highly motivated team who care about our customers, your role will be to galvanise this feeling, motivate and empower your team creating a high performing client first team.

Reporting into:
 Head of Enterprise Client Services

Working hours:
37.5 – 5 days a week, hours ranging from

Working location:
Hull

Salary: £30,000

Key Responsibilities:

• Training and developing our advisors to deliver a best-in-class customer service. Providing on hand support to enable advisors to respond to customer queries via telephone, email and online chat

• Supporting the training platform for all new starters to onboard successfully. Providing and recording regular feedback sessions to ensure positive engagement and success.

• Monitoring and evaluating individuals'/team development and performance, to measure and drive success

• Working with Team managers/ Trainer to further develop our onboarding strategy and maintain ongoing advisor development

• Incident and escalation management. Improving our business service through effective knowledge delivery and incident ownership

• Working on and delivering training for systems such as Salesforce, PAX Store, ODIN, Kibana, OCC etc

Competencies
:

• Collaboration is key to your success; you evidence this by working closely with peers, managers, and your team to deliver the best outcome to our customers

• Developing yourself and others is in your DNA; A growth mindset helps you to continuously improve the service we offer as you continuously improve as an individual and ensure your team do to

• You are accountable for you team and the outcome they deliver

• A natural leader you enjoy building high performing teams, you do this through clear communication, direction and empowerment

• Communication in this role is important, you know that listening is as much a skill as speaking and writing

Skill/Technical
:

• Exposure to our operating systems would be an advantage (Salesforce, Noetica, Microsoft suite, online telephony platforms

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 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.