Customer Service Team Manager Kingston upon Hull, England
Job 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.
Customer Service in Hull
You’ll be working for Dojo on the Paymentsense product, our original offering with over 74,000 customers and the engine that drives our business. Customers are the most crucial part of our business. They come first in everything we do. Every conversation you have with a customer is important to the whole team. When you identify a problem, everyone wants to fix it. You're the frontline, the face of the company, the person with the most significant insights into what it's like to use Paymentsense.
You're helping business owners, genuinely passionate people, get paid. You're a protector, advisor, problem-solver and supporter. You're a champion. And you'll be handsomely rewarded as such, with pay that reflects the impact and the trust to hold us accountable and keep us on track.
The Role
We’re looking for a driven individual to join our passionate team of Customer Service Team Managers. You’ll have the desire to be a people leader and coach, passionate about developing talent and building a great place to work. We’re passionate about creating and maintaining 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.
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 FCA and other regulatory and business standards are met.
What you will bring...
- Demonstrable knowledge and experience in managing, coaching and developing a team within a customer service environment (Contact Centre experience is desirable but not required).
- A 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.
- Desire to grow and develop with the business.
Job Type: Full-time
Salary: £28,000.00-£35,000.00 per year
Benefits:
- Life insurance
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Kingston upon Hull: reliably commute or plan to relocate before starting work (required)
Experience:
- Team management: 2 years (required)
- Customer service: 2 years (required)
Work Location: Hybrid remote in Kingston upon Hull
