Customer Service Team Manager

ES - Field

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Customer Service Bristol

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13 Jul 2024

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R-0003516

Diversity, equity, and inclusion at Dojo

From local bakeries to well-known eateries, Dojo payments serve over 140,000 places across the UK. 

And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.

Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.

If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.

To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive. 

 

The Role

As We grow our footprint in Europe, We’re looking for experienced Customer Service Team Managers to join us and help build our new multilingual team in Barcelona. This is a unique opportunity so help shape a new operation from the ground up!

You’ll be an experienced people leader and coach, with great experience of developing talent and a genuine desire to build a great place to work. We’re passionate about creating and maintaining an exceptional people and customer experience, and our Team Managers play an integral role in this. With excellent interpersonal skills and high energy you’ll be someone who is comfortable with ambiguity and capable of operating in a fast-paced growth environment. 

If successful, you will join an induction group in Summer 2024. 

What you will do….

  • Nurture and develop a team of up to 10 talented Customer Service Advisors.
  • Participate in the recruitment, induction, and development of staff.
  • Build an excellent level of product knowledge and proactively drive improvements in service quality leading to enhanced customer experience.
  • Suggest and support on process improvements/new initiatives across the department (and other departments) and facilitate team implementation where required.
  • Measure, analyze and report on team performance and take appropriate steps to improve that performance for both internal and external customers.
  • Ensure regulatory and business standards are met.

What you will bring...

  • Solid experience in a similar team leader role, in a fast paced contact center environment is highly desirable. 
  • Passion and self-motivation, you’ll love to work as part of a team.
  • Proactivity with the ability to anticipate and resolve issues.
  • The confidence to identify and suggest process improvements, with the drive to continually improve what we do for our people and our customers 
  • A real desire to be the best and offer market leading service.
  • The ability to inspire and nurture employees to ensure they achieve their potential.
  • Outstanding communication skills, with the ability to build instant customer rapport.
  • Business fluency in Spanish and and English is a Must. Fluency in Italian is a plus.
  • Desire to grow and develop with the business.

If you are interested in working with us, please send your CV in English.

Dojo from the get-go

First launch was back in 2009. So with over 15 years in the payments industry, we’ve got a story to tell. 

Dojo is built to soothe customer and consumer pain points across the world for over 140,000 customers. 

And today, there’s over 1,200 of us in multiple locations across the UK, Ireland, Spain, Italy, and France.

Our mission is to empower businesses to thrive in the experience economy by creating the tools and tech that turns transactions into meaningful relationships. 

We do that through sophisticated EPOS payments integrations, fast transactions, hospitality bookings, and a strong consumer restaurant app.

Question: what’s curious, relentless, and customer obsessed?

If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.

If the following speak to you, let’s talk:

  • You’re curious. You have a real desire to learn and create.
  • You’re relentless. You keep going even when it’s easier not to. 
  • You’re customer-obsessed. You know how important customers are to what you do. 

Dojo home and away

We love collaboration. We have offices across Europe – that takes some dynamism.

Long-distance calls are a must, but we’ve always valued in-person work when it’s possible, especially meetings. We aim for asynchronous communication when we can though.

Don’t like rules? Nor do we. We avoid top-down policies – it’s all about teams having the power to fuel their success. 

At Dojo, you’re trusted to judge what you see and make the call in the best interest of our customers. 

Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out or LinkedIn and Instagram pages. 

#LI-Hybrid

Dojo is a trading name of Paymentsense Limited. Copyright ©2021 Paymentsense Limited. All rights reserved. Paymentsense Limited is authorised and regulated by the Financial Conduct Authority (FCA FRN 738728) and under the Electronic Money Regulations 2011 (FCA FRN 900925) for the issuing of electronic money and provision of payment services.