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Billing & Collections Team Manager

  • Bristol
  • Operations
  • Full time
  • R-0002775

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 

We’re looking for a Team Manager to lead our Billing and Collections team, that are responsible for handling arrears and billing enquiries from our Dojo customers. The responsibilities are wide-ranging and challenging and we are looking for someone with clear leadership skills who can help us grow and scale up but at the same time is not afraid to roll their sleeves up and get their hands dirty!

What will you do?

  • Nurture and develop a team of up to 10 talented Billing & Collections Advisors and be responsible for getting the best out of your team.

  • Participate in the recruitment, induction, and development of staff.

  • Assist in managing complex queries and contacts from customers who maybe in arrears.

  • Work with the Collections Operations Manager to execute collections strategy and suggest improvements to current working practices.

  • 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 facilitate team implementation where required.

  • Measure, analyse and report on team performance and take appropriate steps to improve that performance for both internal and external customers.

  • Ensure FCA and other regulatory and business standards are met.

  • Deliver an outstanding customer service experience.

What will you bring?

  • Experience in a similar team leader role, in a fast paced contact centre environment is highly desirable.

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

  • A can do attitude and a willingness at times to work with ambiguity.

  • Ability to think through issues and resolve the root cause and be pro-active.

  • Outstanding communication and influence skills, as well as the ability to build rapport with our stakeholders.

  • Commitment to the overall success of the team and the business as a whole, being a solid team player. 

  • Be available to work 37.5 hours per weeks between Monday and Friday. You must be able to work between 9am and 6pm

  • Numerically literate and comfortable with handling data in spreadsheets.
     

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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