Customer Service Advisor

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.

What’s in it for you…

• Salary: £26,430 annual salary (with the option to top this up to £30,280 if you’re happy to work some weekends!)
• Bonus: up to £3,000 bonus per year - awarded quarterly (based upon individual performance).
• Central City Location: Our office is based in the heart of Bristol, a 5-minute walk from Temple Meads Train Station!
• Hybrid working: We operate a hybrid working model with at least 3 days a week in our Bristol office, with the flexibility to work from home 2 days per week. (Please note - hybrid working will commence once you have successfully completed a 6-month probation period). 
• Hours: 37.5 hours per week with shifts ranging between 8 am-6 pm (you will have visibility to your schedules atleast 12 weeks in advance). 
• Equipment: You will be provided with all equipment required for this role on day one. 
• Start date: If successful, you will join an induction group in Spring 2024. 

The Role

Are you relentless, curious and customer-obsessed? 

We’re looking for passionate, engaging and ambitious Customer Service Advisors to join our specialist frontline team here in Bristol. We look to our advisors to be adaptable and real team players, who are happy to pitch in wherever our customers need us. 

What you will do…

• Day to day you will follow a schedule where you will be communicating with our customers across multiple streams of work. This might include: inbound calls, emails and admin work, live chat or proactively reaching out to our customers to check in, gain feedback or to discuss the benefits of Dojo to retain our customers. 
• You will support customers with a wide variety of questions and queries - these might be general account support & changes, banking and numbers related, or technical queries & troubleshooting - no two days are the same!
• You will continuously deliver an outstanding customer service experience, to every customer, every time.
• Utilise several in-house and external systems simultaneously.
• Work with a ‘Right First Time’ attitude, taking ownership of any challenges through to resolution, and working with teams across the business to deliver a successful outcome. 
• Continue to improve on what we do, providing constructive feedback and contributing to process improvements.

What you will bring...

• You might have a background in retail, hospitality or a similar customer support role - what’s most important is customer obsession, adaptability and a real drive to grow with us as we do.
• An exceptional team player, you’ll be able to naturally build strong relationships.
• A proactive and positive attitude, with the ability to problem solve and investigate. 
• A real desire and passion to be the best and offer a market-leading service.
• Outstanding communication skills, with the ability to build instant customer rapport.
• Confidence to suggest improvements when you see them, to constantly better what we do and how we do it.
• A strong ability to multitask. 

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.