Enterprise Client Services Team Leader

DNA Payments Ltd; Hull and East Yorkshire; On-site; GBP 30,000; Full time

Job summary

A leading fintech firm in Hull is seeking a Team Leader to oversee and develop customer service advisors. The role involves training, monitoring team performance, and managing escalations to enhance customer satisfaction. Ideal candidates will have exposure to systems like Salesforce and excellent leadership skills. This position offers a competitive salary of £30,000 and various benefits, including a private medical plan and 25 days holiday per year.

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

Qualifications

• Exposure to operating systems preferred.
• Ability to train and develop a team.
• Strong customer service orientation.

Responsibilities

• Train and develop customer service advisors.
• Monitor team performance and implement improvements.
• Support escalations and incident management.

Skills

Collaboration

Leadership

Communication

Continuous Improvement

Technical Support

Tools

Salesforce

Noetica

Microsoft suite

Online telephony platforms

Job description

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 Head of Enterprise Client Services, you will train, onboard, develop and support our Enterprise customer service and technical advisors based in Hull. You will monitor your team’s progress and implement improvements that create a better client and employee experience. Day to day you’ll support enquiries and help advisors resolve matters in first instance. The team is a 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 hours per week

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 too.
• You are accountable for your 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. You will 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.