Training & Knowledge Team Manager

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

As Training & Knowledge Team Manager you will lead our Customer Service Learning Specialist team to deliver high-quality and timely learning solutions that enable Dojo’s Customer Service teams to excel and grow in their roles.

A key priority for this role is to ensure the Customer Service learning strategy is clear and based on stakeholder requirements, but also aligned to the central Talent Development team strategy. Alongside this, you’ll be responsible for the ongoing development of knowledge resources and solutions, ensuring that our Customer Service teams have day to day access to all the information they need in order to provide an exceptional customer experience.

Reporting to the Training and Quality Manager, this role will be Bristol based with a minimum 3 days per week in the Bristol office, with monthly travel to Hull and London as required.

What you will do … 

Strategise:

• Partner with department and tribe leads, performance functions and Instructional Designers to create a cohesive, blended learning and knowledge approach, to drive operational excellence in the short and long term

• Build scalability in all learning and knowledge solutions - both international expansion, expanding of Dojo in the UK, and increased product portfolio and complexity

• Use data and insights to identify knowledge gaps and or/learning opportunities, evaluate success and demonstrate the value of learning

• Actively contribute to the overall Talent Development strategy for Dojo as part of the Talent Development Leadership team

Lead:

• Provide direction, guidance and support for a team of Learning Specialists and Knowledge Management Leads across Bristol and Hull

• Manage all aspects of people leadership for your own team: Recruitment, onboarding, objective setting and review, performance management and growth conversations

• Measure, analyse and report on programme impact and take appropriate steps to improve that performance for internal and external customers

• Drive process improvements and initiatives across the team and department

Collaborate:

• Work closely with People Partners and the Operational Management team to create knowledge and learning that supports continuous performance improvement and employee satisfaction

• Work closely with the Digital Learning team to develop the ongoing strategy for our learning and skills platform, Thrive

• Work closely with the Talent Development Partners to shape and deliver the best leadership development for customer service leaders

• Understand learning and knowledge needs, agree prioritisation with key stakeholders and deliver solutions for all Customer Service teams

What you will bring … 

• Extensive experience from either; 

  • a specialist talent development role or,

  • from a Team Leadership role where you were active in developing your team

• Solid experience in Operational people management within a Contact Centre or similar is essential 

• Demonstrable interest in training design, delivery, feedback and/or coaching

• Exceptional stakeholder management and collaboration skills

• Strategic thinking and an ability to focus priorities based on developments within Dojo and/or the central Talent Development team

• An ability to enable people to excel and grow using vision, feedback and recognition, alongside capability to inspire and nurture employees to ensure they achieve their potential 

Ideally, you’ll also bring:

• Experience from working abroad or in an international team

• A teaching or learning background

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 . 

#LI-Hybrid