Creating a more diverse, equitable and inclusive Dojo
Dojo’s 150,000+ customers reflect the diversity of the UK High Street. Building teams with diverse backgrounds that are representative of the customer base which we serve is fundamental to creating innovative products at Dojo. Whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, you have a place at Dojo.
We want everyone to be the best they can be throughout the recruitment process; if you require any additional adjustments please let us know.
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.
With international expansion just around the corner, we're looking for fluent Spanish speakers to support this exciting growth. You’ll start by supporting our customers in English, but soon you could be forming the start of our European team supporting business owners in Spain.
Our Collections Agents are rewarded with a top of market rate package of £26,430 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.
We launched Dojo in 2019 to address business owners’ pain points across the UK. Since then, we’ve seen incredible growth as a scaling fintech, welcoming over 150,000 customers and growing the Dojo team to 1,000+ 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 1,000 restaurants and 750,000 diners.
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 diners, that means getting seated at their favourite restaurants with 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.
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.
Our way of working
Dojo has adopted a set of shared principles with the aim of increasing in-person collaboration and amplifying our ‘Customer First’ values. We encourage our employees to meet in-person over virtual meetings, and our communication is mostly asynchronous. Unlike most other businesses, we are intentionally avoiding a rules-based approach, and each team is empowered to make the arrangements that work best for their success. The answer to every scenario which tests these principles is: We trust you to use your judgement responsibly, in the best interest of our customers.