Dialler Administrator
Company Overview
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 SME Data Team for a Dialler Administrator, who would act as a first-line for a number of critical tasks. The role has a focus towards maintaining regular processes, and acting as a 1st line responder for Data and Dialler queries.
You will be responsible for:
- Monitor real-time dialler performance, prioritising data in line with visible trends to optimise performance.
- Generate and manage suppression files for external data providers, ensuring compliance and data integrity.
- Post reports and ad-hoc updates to support operational decision-making
- Maintain look-up tables with new Users and Team changes, making live changes to ensure any personnel changes are reflected in the data architecture.
- Import and assign new leads into the dialler platform to ensure a consistent performance and data provision
- Manage user accounts and groupings within the dialler platform, including new user creation and team mappings.
- Liaise on weekly data provision, helping ensure reliable delivery from providers.
- Handling, communicating and escalating troubleshooting requests from across the business to ensure technical and process-related issues are triaged and resolved.
- Produce Agent Performance Analysis on an ad-hoc basis, Identifying and communicating areas of improvement and success.
- Filter, change and move existing records, making changes to ensure data is relevant and well placed.
- Use data analysis and feedback to shape outbound contact strategies, with a focus on maximising performance.
- Build and update sales campaign configurations in the dialler, including list creation and skillset routing logic.
About you:
- Competency with Excel (Required) to be able to handle, move, clean and analyse data.
- Ability to Troubleshoot and communicate problems (Required) contributing to root cause analysis and mitigation planning.
- Functional Mathematical skills (Required) and having an understanding of percentages, ratios, scale, and being able to apply context to the resultant numbers.
- Consistency & Reliability (Required) in behaviour, organisation, attendance and attitude
- An understanding & experience with Stakeholder Management (Required) in order to manage the various relationships and interests this role interacts with.
- Previous dialler / telephony experience (Desired) to understand the nature and role of a Dialler in a business.
- SQL Knowledge (Desired) with an ability to draft prompts to shape and export data
- Competency with PowerBI (Desired), working with PowerBI, Excel and SQL to build or enhance reporting suites.
- BAU process documentation (Desired), identifying opportunities for refinement and ensuring procedural clarity.
- Resource Management (Desired), Understanding the resource available to us, and how it impacts the goals we pursue.
- An understanding of GDPR and UK Data Regulations (Desired) In order to ensure compliance with our operating procedures.
- Ability to travel to our Hull office when needed, where our Business Development Call Centre is based.
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:
We value ambition, curiosity, and honesty – it’s in our DNA.
This is a broad, engaging role, with an opportunity for flexible growth. Whilst there are a number of technical requirements listed, the right candidate can make up for a lack of corporate or technical experience through their natural curiosity, resilience, tenacity, willingness to learn and ambition to widen their skillset. If you are creative without being artistic, if you think you have a natural mind for strategy and the bigger picture, or if you can read numbers and make them tell a story, this might just be the career path for you.
