Payments Officer

ABOUT THE ROLE

As a Payments Officer, you will be the go-to person for our clients’ payment needs – from deposits and withdrawals to credits and account balances. You will process and report on transactions, help manage our payment provider relationships and support the external cashier where needed.

At heart, this is a people role. You will be a warm, reassuring point of contact for our clients, using your excellent customer service skills to keep them informed and at ease – whatever the question. Working closely with teams across the business, you will also spot, troubleshoot and resolve payment issues quickly, making sure every client enjoys a smooth, reliable experience.

KEY RESPONSIBILITIES

1. 
   Respond to client payment queries, providing clear and accurate information on transactions and account balances.
2. 
   Process client deposits, withdrawals and credits promptly and accurately.
3. 
   Record all financial transactions correctly across the company’s systems.
4. 
   Monitor client bank accounts for incoming and outgoing transactions.
5. 
   Investigate issues with automated transactions and work with internal and external teams to resolve them.
6. 
   Process client bonuses in line with company procedures.
7. 
   Keep client financial information accurate and up to date.
8. 
   Maintain thorough records and make them available when required.
9. 
   Prepare reports on accounts, transactions and wider payment activity.
10. 
    Work with other departments to resolve day-to-day operational issues.
11. 
    Support the smooth running of integrated payment services.
12. 
    Liaise with payment service providers (PSPs) on technical issues and missing transactions.
13. 
    Monitor communication channels and respond promptly to internal and external messages.

WHAT YOU’LL BRING

• A warm, people-first manner and excellent customer service skills – this is the heart of the role.
• Excellent spoken and written English.
• Strong organisational and communication skills.
• Sharp attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Good working knowledge of Microsoft 365.
• Previous experience in payments or working with PSPs is an advantage.

EDUCATION

• A university degree in Accounting, Business Administration or a related field is desirable.

WORKING HOURS – PLEASE READ

This role does not follow standard office hours. Please make sure this working pattern suits you before applying.

• Evening and night shifts: this is a shift-based role covering evening and night shifts, including late-night and overnight hours.
• Weekends and public holidays: payments run around the clock, so shifts may fall on weekends and public holidays on a rota basis.
• Changing patterns: shift times and rotas may change in line with business needs, and you may be asked to move between evening and night shifts.
• Daytime training: your initial training will take place during daytime core hours, so you can get to know the team and our systems before moving onto your regular shifts.

Please note: this job description outlines the main responsibilities and skills for the role. It is not an exhaustive list of duties, and the company may update it as the role develops with the busin