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Customer Service Manager

  • Bristol
  • Operations
  • Full time
  • R-0002613

Description

We’re Dojo

Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here . 

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For over 600,000 diners across the UK, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast. 

The Role

You’ll lead a team of exceptionally talented Team Managers and high calibre Advisors in this exciting scale-up Fintech. Opened in March 2020, we’ve built an award winning operation, supporting our customers to help turn their transactions into meaningful relationships. 

You’ll be an exceptional people leader and coach with great experience of developing talent, perhaps from a previous Operations Manager role. With excellent interpersonal skills and high energy you’ll be comfortable with ambiguity and thrive in a fast-paced growth environment. 

What you will do …

  • Shape an exceptional culture in your teams, where the operation quickly becomes the number one place to work in customer services in the South West of England

  • Consistently drive a customer first mindsight where we deliver the very highest standards of customer service

  • Manage senior Team Managers to support their development, whilst giving them room to progress

  • Learn the product inside out to ensure that you’re representing our customers needs to the relevant internal teams, as we continue to build and evolve our market leading platform

  • Interface with other Dojo teams to ensure that our customer experience is getting the utmost attention throughout the business

  • Manage the numbers; we need to run a slick operation and focus on our metrics. You’ll balance the right numbers to manage with delighting the customer at all times

What you will bring … 

  • Strong background in Contact Centre management with evidence of career progression in high quality service environments (exposure to financial services/regulated environments is a plus)

  • Experience of working in a fast paced environment with the ability to adapt to change quickly

  • Excellent understanding of all elements of a contact centre operation

  • A hands on approach, showing you can get your hands dirty and lead on process and policy as well as people

  • A hunger and curiosity to challenge processes and policies in order to continuously enhance the customer experience

  • Experience of leading and developing Team Managers through change, and empowering them to drive performance through their teams

  • Great leadership skills - our culture is so important to us and you’ll be naturally comfortable operating at pace and often ambiguity, collaborating effectively with energy and a sense of humour 

  • Analytical ability and evidence of using data and insights to shape the direction of your team

  • Excellent communication skills and evidence of using them to influence and drive performance across a large operation

Our values

At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed . 

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. 

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

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 across levels, teams, and experiences throughout the interview process. 

Find out more about our benefits and what it’s like to work at Dojo at https://www.dojo.careers . 

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