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Billing and Collections Agent

  • Bristol
  • Operations
  • Full time
  • R-0002270

Description

Born on the steps of a Vegas hotel, we were always going to be troublemakers. We started from one belief: that small businesses deserved better. 

Paymentsense Ltd was founded in 2009. 

With financial success, an impressive trophy cabinet (The Sunday Times Tech Track, Inc 5000, Great Places To Work to name a few) and a culture to be proud of, we knew we had built something great. In 2019, with 85,000 customers while steadily onboarding 2,500 more each month, we knew our customers could be happier, so we ripped up the rule book. To become genuinely customer-first in our culture and thinking, we identified all our customers' pain points and created 'The Wall of Pain'. That's when we knew that to offer the best solutions, we needed to build a new product. 

Enter, Dojo.

Dojo represents an enormous organisational shift; we had to restructure how we thought and did things. In a year since we officially launched Dojo, we've welcomed over 20,000 new customers, 500 new team members and called two brand new offices home. We've evolved into a dynamic, product-led business creating our own payments products, integrated card machines and transaction monitoring app. Here, we go home each day knowing we've made a difference —our industry-leading NPS score and 5-star Trustpilot rating tells us that! 

At Dojo, we are curious, relentless and customer-obsessed. Our ambition is much greater than getting business owners paid. We're turning transactions into meaningful relationships with a set of tools and technology designed to empower businesses to thrive in the experience economy.

Enabled by technology, but powered by people.

As we enter our next growth phase and embark on another exciting shift towards a B2B2C model following the acquisition of queue-management system and consumer app, Walkup, we have a lot of work to do. Over the next year, the business will transform again as we steady the ship for multinational growth and product diversification. We're looking for people who can enhance our agility, ambition and risk-taking mentality while turning us into a well-oiled machine that's well-positioned to shape the experience economy.

Customer Service in Bristol

Customers are the most crucial part of our business. They come first in everything we do. Every conversation you have with a customer is important to the whole team. When you identify a problem, everyone wants to fix it. You're the frontline, the face of the company, the person with the most significant insights into what it's like to use Dojo. You're helping business owners, genuinely passionate people, get paid. You're a protector, advisor, problem-solver and supporter. You're a champion. And you'll be handsomely rewarded as such, with pay that reflects the impact and the trust to hold us accountable and keep us on track.

We’ve recently won 3 awards at the European Contact Centre and Customer Service Awards including silver for ‘Best New Contact Centre in Europe’ - this is a true testament to the amazing team we have here! 

The Role
 

You’ll play a key role in our Billing and Collections Team who are responsible for handling enquiries from customers who may be in debt, and attempt to make proactive contact to those who do not have an agreed repayment plan. 

This is an exciting opportunity for an experienced customer service professional to be part of a new and growing team; there’s plenty to get involved in as we build our collections function. You’ll be empowered with real autonomy to do the right thing for our customers and the business. 

Our Collections Agents are rewarded with a top of market rate package of £24,700 salary plus the opportunity to earn up to £3,000/year bonus based on individual performance. Working 37.5 hours per week, you will be allocated a shift pattern with hours ranging between 8am and 6pm Monday - Friday. 

What you will do...

  • Assist in managing queries and contacts from customers who may be in arrears.

  • Support with customer billing queries

  • Take ownership of all issues and challenges through to resolution.

  • Deliver an outstanding customer service experience, to every customer, every time. 

  • Help resolve accounts that have fallen behind with their payments and agree. repayment plans for customers who are unable to repay the amount owed in full

  • Assist in managing contact with customers who have received chargebacks and processing these through to resolution.

  • Utilise several in-house and external systems.

  • Continue to improve on what we do, providing constructive feedback and contributing to process improvements. 

What you will bring... 

  • A genuine customer first attitude, our customers are at the heart of what we do.

  • Previous experience working in a collections focused role is desirable but not essential.

  • Proactive and positive attitude with the ability to problem solve, getting to the root cause.

  • Outstanding communication skills, with the ability to build instant and genuine customer rapport.

  • A great team player who is committed to the overall success of the team and the business as a whole; you’ll be passionate about growing and developing with the business.

  • Confidence to suggest improvements when you see them, to constantly better what we do and how we do it.

  • Ability to multi-task using several IT systems simultaneously.

Benefits:

On top of a top quartile salary that reflects your skills and the markets we operate in, we've built a benefits package to show you how much we care about:

  • Your growth with our ever-growing talent and leadership development offer and regular feedback through CultureAmp and Trust Cycles. 

  • Creating connections with our social clubs, communities, celebrations, social channels and more.

  • Looking after your mind with support from our Employee Assistance Programme, access to Spill therapists and our mental health champions. 

  • Doing wellbeing properly with Vitality Health Insurance, free eye tests – plus, get those endorphins flowing with on-site fitness classes including yoga, boxing and HIIT. 

  • Protecting you and yours with Group life assurance, our salary sacrifice pension plan and 26 weeks full pay maternity and 10 weeks full pay for secondary carers after a year’s service

  • Helping you give back with Payroll Giving (donate to a cause or charity of your choice, tax-free!) and a whole host of fundraising events for charities chosen by our employees

  • Giving you the extras with up to 30 days holiday, a dog-friendly office, cycle to work scheme, season ticket loans and Dojo perks our platform with plenty of tasty hospitality and retail discounts.

Diversity & Inclusion

We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward.  We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, neurodiversity or disability - whoever you are, if you’re curious, relentless and customer-obsessed, we want to hear from you.

 

Working From Home?

More and more, people are talking about going back to the workplace and the new normal. At Dojo, we’re thinking of it as a Better Normal. That means offering our Dojo-ers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their roles.

We’re also aware there are times when working together in person is the best way to get things done. Our founders and executive team hold a fundamental belief that social connection creates innovation. We’re very proud of our incredible connective spaces, which have been designed with collaboration front of mind —and they're dog-friendly so you can bring your best friend! Our London office recently won gold for Interior Design at the London Design Awards and we’re looking forward to emulating that success in our new Bristol and Hull offices too. We expect our Dojo-ers to connect in their hubs (that’s what we call our offices). That said, there’s no one-size-fits-all solution, so we expect all Dojo-ers and their teams will find the operating rhythm that works best for them.

If you’re wondering what it might be like for you at Dojo, our Talent Acquisition Team is happy to answer any questions.
 

Once you apply, your application will be reviewed by a committee of employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info? Check out our careers page: https://dojo.careers
 

For Recruitment Agencies

We do not accept unsolicited CV, biography and/or other candidate material received from any third-party recruitment agency or organisation under any circumstances without the prior written approval of a member of our Talent Acquisition team.

Please do not contact us with unsolicited submissions as they will not be recognised by us for the purposes of 'ownership' of any candidate.