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Billing & Collections Agent

4 months ago

Bristol, United Kingdom Dojo.tech Full time

UK Bristol

|
Collections & Assets Management

|
9 Apr 2024

|
R-0003487

**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**

You’ll play a key role in our Dojo Billing and Collections Team, who are responsible for handling enquiries from customers who may be in debt. You will also offer support to frontline customer service agents, providing advice and guidance on how to best support our customers who may have a financially impacting problem.

Our Collections Agents are rewarded with a salary of £26,430, 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 8 am and 6 pm Monday - Friday. The Dojo Billing and Collections team are based in the Bristol office and as a team that is collaborative and works closely with the wider Customer Operations function, the expectation is that you will be office-based 3 days a week as a minimum.

**What you will do...**
- Assist in managing queries and contact from customers who may be in arrears and support with billing queries.
- Take ownership of all issues and challenges through to resolution.
- You will help resolve accounts that have fallen behind with their payments, proactively reaching out to customers to agree on a repayment plan if they are unable to repay the amount owed in full.
- Process invoice charges where necessary and support our customers with chargeback contact.
- 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...**
- Previous experience working in a collections-focused role is desirable but not essential.
- A proactive and positive attitude with the ability to problem solve, getting to the root cause.
- A great team player who is committed to the overall success of the team and business as a whole; you’ll be passionate about growing and developing with the business.
- Outstanding communication skills, with the ability to build instant and genuine customer rapport.
- The ability to positively manage difficult and sensitive conversations, with an eye on the resolution of a situation with a balanced business and customer approach.
- Confidence to suggest improvements when you see them, to constantly better what we do and how we do it.

**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: