Customer Service Agent

Full Time
Posted 3 months ago

UTP Merchant Services ( and its sister company Faster Processing Limited ( are two of the fastest growing, innovative fintech organisations in the UK. Through a mixture of innovation and a focus on delivering outstanding customer service, we are committed to providing our customer base with market leading credit and debit card processing solutions.

With a customer base of over 10,000 customers, approximately £1.5 billion is processed across UTP’s estate of credit card machines each year with many hundreds of new customers being added on a monthly basis.

We are looking for exceptional, motivated and ambitious individuals to join our team who are willing and able to operate in a fast-paced environment as we continue to drive our business into new and exciting product areas.

The Role:

Reporting into the Customer Service Manager and working as part of the Customer Helpdesk team, the Customer Service Agent will be responsible for providing first-line and on-going support to all customer accounts.

Duties and Responsibilities include:

• Rapidly develop a thorough understanding of the payments industry and the market sector we operate within, together with a thorough understanding of the services we have on offer;
• Ensure 100% customer satisfaction;
• Provide end to end support for all customer queries from the initial call to resolution;
• Outbound support to customers to ensure smooth transition of service delivery;
• Deal with customer complaints in a timely manner;
• Liaise with internal customers in order to enhance the customer experience;
• Liaise with the company’s suppliers and partners in relation to the new customer approval process;
• Detailed knowledge of overall Customer Service processes including logistics and on-boarding;
• Supporting the department manager to ensure daily and monthly KPI’s are adhered to;

The Successful Candidate:

Will be able to evidence…

• Excellent attention to detail and the ability to always produce accurate work which is clear and complete;
• Professional, clear and confident communication skills on the telephone;
• Excellent verbal, written and communication skills;
• Exceptional organisational skills;
• High energy with the ability to multi-task and prioritise as appropriate;
• Excellent IT skills using Microsoft Office (Word, Excel and Outlook) together with the confidence to effectively use other in-house databases as required;
• A proven track record in a customer service role;
• Living within a reasonable commute of Reading.


• A choice of:
• Gym Membership
• Annual Travel Allowance
• Lifestyle options
• Discounts scheme including well known retailers and entertainment;
• Enhanced company contributed pension scheme;
• Access to an Employee Assistance Programme (EAP);
• Staff Breakout room with TV
• Plus other benefits

Due to the nature of our business all prospective employment offers will be subject to a satisfactory disclosure from the Criminal Records Bureau in accordance with the Rehabilitation of Offenders Act 1974 and the Police Act 1997.

Note: This job description is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business. The post-holder will be expected to participate in this process and we would aim to reach agreement on any changes.

Job Features

Job CategoryCustomer Service
Report To:Customer Service Manager
Salary Expections£20,000 per annum, plus out of hours payment at time plus a half, plus benefits

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