Customer Service Team Manager (French and English-speaking)

We're reinventing payments.
In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.

Now, over 150,000 customers across four countries choose to transact billions with us every year.
But we're just getting started.

Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.

The Role

As we continue to grow our footprint in Europe, we're looking for experienced Customer Service Team Managers to join us, helping to build our new multilingual team in Barcelona. This is a unique opportunity to 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.

What you will do....

• Nurture and develop a team of up to 10 talented Customer Service Advisors and participate in the recruitment, induction, and development of new starters.
• Build an excellent level of product knowledge; proactively suggest and drive improvements in service quality, with a commitment to enhancing customer experience.
• Drive outstanding customer service while analysing and reporting on team performance and quality measures. Take appropriate steps to improve performance, for both internal and external customers, keeping customer experience at the heart of everything we do.
• Ensure FCA and other regulatory and business standards are met
• Coach your team to support the business's commercial objectives through upselling, cross-selling and customer retention.

What you will bring...

• Solid experience in a similar team leader role in a fast-paced contact centre environment.
• 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 French is a must. Business fluency in Italian/Spanish 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

Dojo home and away

We believe our best work happens when we collaborate in-person. These "together days" foster communication, drive innovation and spark our brightest ideas.

That's why we have an office-first culture. This means working from the office 4+ days per week.

With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.

Question: what's curious, relentless, and customer obsessed?

If you're keen to know the answer, you're a third of the way to meeting our Dojo values.

If the following speak to you, let's talk:

• You're curious. You have a real desire to learn and create.
• You're relentless. You keep going even when it's easier not to.
• You're customer-obsessed. You know how important customers are to what you do.

Diversity, equity, and inclusion at Dojo

From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.

And something that's fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.

Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.

If you care about your work, you're curious, and you think customer-first, you have a place at Dojo.

To make sure you're the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.

Visit dojo.careers to find out more about our benefits and what it's like to work at Dojo, or check out our LinkedIn and Instagram pages.

#LI-Hybrid