Customer Service Team Manager

2 weeks ago

Bristol, Bristol, United Kingdom Dojo 2022 Full time

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.

The Role

As We grow our footprint in Europe, We're looking for experienced Customer Service Team Managers to join us and help build our new multilingual team in Barcelona. This is a unique opportunity so help shape a new operation from the ground up

You'll be an experienced people leader and coach, with great experience of developing talent and a genuine desire to build a great place to work. We're passionate about creating and maintaining an exceptional people and customer experience, and our Team Managers play an integral role in this. With excellent interpersonal skills and high energy you'll be someone who is comfortable with ambiguity and capable of operating in a fast-paced growth environment.

If successful, you will join an induction group in Summer 2024.

What you will do....

  • Nurture and develop a team of up to 10 talented Customer Service Advisors.
  • Participate in the recruitment, induction, and development of staff.
  • 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 other departments) 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 regulatory and business standards are met.

What you will bring...

  • Solid experience in a similar team leader role, in a fast paced contact centre environment is highly desirable.
  • Passion and self-motivation, you'll love to work as part of a team.
  • Proactivity with the ability to anticipate and resolve issues.
  • The confidence to identify and suggest process improvements, with the drive to continually improve what we do for our people and our customers
  • A real desire to be the best and offer market leading service.
  • The ability to inspire and nurture employees to ensure they achieve their potential.
  • Outstanding communication skills, with the ability to build instant customer rapport.
  • Business fluency in English and Spanish is a Must. Business fluency in Italian is highly desirable.
  • Desire to grow and develop with the business.

If you are interested in working with us, please send your CV in English.

About Dojo

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.

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.

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.

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