Payments Officer

About the role

The Payments Officer is the main point of contact for clients' payment needs, from deposits and withdrawals to credits and account balances. You will process and report on transactions, help manage payment provider relationships and support the external cashier. It is a people role centred on good customer service, working closely with teams across the business to resolve payment issues quickly.

Key responsibilities

• Respond to client payment queries with clear, accurate information on transactions and account balances.
• Process deposits, withdrawals and credits promptly and accurately.
• Record all financial transactions correctly in the company's systems and monitor client bank accounts for incoming and outgoing transactions.
• Investigate issues with automated transactions and work with internal and external teams to resolve them.
• Process client bonuses in line with company procedures and keep client financial information accurate and up to date.
• Maintain thorough records and prepare reports on accounts, transactions and wider payment activity.
• Liaise with payment service providers (PSPs) on technical issues and missing transactions, and support the smooth running of integrated payment services.
• Work with other departments to resolve day-to-day operational issues and respond promptly to internal and external messages.

Required profile

• A warm, people-first manner and excellent customer service skills.
• Excellent spoken and written English.
• Strong organisational and communication skills, with sharp attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Previous experience in payments or working with PSPs is an advantage.
• A university degree in Accounting, Business Administration or a related field is desirable.

Working hours

• Shift-based role covering evening and night shifts, including late-night and overnight hours.
• Weekends and public holidays may be worked on a rota, as payments run around the clock.
• Initial training takes place during daytime core hours; shift times and rotas may change.