Senior Customer Services Team Leader

Reporting into: Head of Operations

Working hours: Full-time

Employment type: Full-time on a shift rotation, 37.5hrs (Monday - Sunday, between 0800 - 2300)

DNA Payments is a rapidly growing FinTech organisation, established in 2018. We are one of the UK’s largest independent payment providers, supporting over 60,000 merchants and processing more than £1.2 billion in transactions each month. Our mission is to simplify and enhance the way businesses accept payments through innovative and reliable solutions.

The opportunity

We have identified a role in our Customer Services Team for a Senior Customer Services Team Leader. The role will report to the Head of Client Services and will be responsible for the management of Senior Agents/Customer Service Agents including identification and delivery of opportunities for ongoing improvement.

Purpose

Lead and develop the Customer Services Call Centre operation, driving service excellence, team performance, and operational efficiency while ensuring customers receive a consistently high-quality experience.

You will be Responsible For

Operational Leadership

• Responsible for the management of operational performance of the Customer Service Team.

• Monitor and manage the team to deliver in line with service levels, KPIs, and SLAs (e.g. answer times, first-contact resolution, AHT, abandonment rate)

• Manage workforce planning, scheduling, and resourcing in line with demand and shift patterns

• Support the Head of Client Services to drive continuous improvement and efficiency across the Customer Service Team

• Own the performance strategy and improvements of in scope teams and ways of working. The identification of inefficient processes and lead their redesign.

• Responsible for working collaboratively with cross-functional teams, representing the Customer Service function on key projects,

• Responsible for the successful end to end delivery and implementation of assigned initiatives and projects

• Lead the identification, prioritisation, and delivery of continuous improvement initiatives that improve efficiency, customer experience, colleague capability, and operational control.

• Use data, insight and performance trends to identify root causes, customer contact drivers and quality themes, translating findings into clear action plans that improve service delivery, customer outcomes and operational effectiveness.

People Management

• Lead, coach, and develop a team of Customer Service Agents/Senior Agents

• Support the Head of Client Services to deliver an Agent Education Programme

• Accountable for setting clear performance objectives, conduct regular reviews, and manage performance of Senior and Customer Service Agents

• Manage Employee Relations processes.

• Responsible for the recruitment, onboarding and training of all new team members.

• Owns succession planning and talent development for future leadership roles.

Customer Experience

• Oversee and assess the quality of interactions (calls, chat, email) through appropriate frameworks and customer feedback (NPS, CSAT, etc)

• Support the Head of Client Services and DNA’s Consumer Duty Manager (and other such persons) to identify trends in customer calls or escalations to deliver ongoing process improvements. Providing proposals and solutions to support the continuous improvement of the function.

• Implementation of a Mystery Shopper Programme designed to test Agent Management of inbound calls.

About you

• 3 years minimum proven experience managing a fast-paced Customer Service or call/contact centre

• Proven experience working in a multi-site and international organisation.

• Experience in managing remote teams across multiple geographies

• Willing to work shift in line with customer business hours

• Strong track record of hitting KPIs and driving performance improvement

• Excellent people leadership and coaching skills;

• Strong analytical skills

• Advanced experience using all Microsoft packages

• Experience using workforce planning software such as Calabrio.

• Experience with contact centre technology essential

• Payments Sector knowledge desirable

• Must be a proven self-starter and completer finisher

What’s in it for you?

You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits:

• Life Assurance

• Ride to work

• 25 days holiday per year

• Workplace Pension

• Private Medical

• Employee Assistance Programme

We value ambition, curiosity, and honesty – it’s in our DNA.