Customer Service Advisor (Retentions)

<div class="content-intro"><p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-stringify-type="bold">We’re reinventing payments.</strong></span><br><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Now, over 150,000 customers across four countries choose to transact billions with us every year.</span><br><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">But we’re just getting started.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></p> <p style="line-height: 1.4;">&nbsp;</p></div><p><span style="font-size: 12pt;"><strong><strong>What’s in it for you…</strong></strong></span></p> <ul> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Salary: £28,253 base salary</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Bonus: Potential to earn up to £12,000 per year in performance commission/bonus per year.&nbsp;</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Location: Our office is right in the heart of Bristol, a quick 5-minute walk from Temple Meads Station.</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Working model: 3+ days in the office with the flexibility of 2 days from home if they like (starting after you pass a 6-month probation period).</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Hours: A 37.5-hour week with shifts Monday-Friday, rotating between 8am to 6pm. You’ll know your schedule at least 12 weeks ahead.</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Equipment: You'll receive all the necessary equipment for your role on your first day (laptop, headset etc.)&nbsp;</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Start date: We'll kick things off with an induction group on the 6th July.</span></p> </li> </ul> <h2><span style="font-size: 12pt;">The Role</span></h2> <p><span style="font-size: 12pt;">We are looking for ambitious, commercially-minded individuals to join our high-performing Retention &amp; Proactive Growth team in Bristol.</span></p> <p><span style="font-size: 12pt;">This isn’t your average customer service job. As a Retentions Specialist, your mission is to help us retain our customers by demonstrating the value of Dojo, aiming to maximise loyalty.&nbsp;</span><br><br><span style="font-size: 12pt;"><strong><strong>What you’ll do…</strong></strong></span></p> <ul> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">The Hybrid Edge: We believe that our best retainers are Customer Service experts, so you’ll spend one day a week in core service to stay sharp on the product and ensure our "Customer Obsessed" values are met at every touchpoint. A customer-first mentality is required!</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">The Art of Retention: Handling high-stakes conversations to prevent churn, using your commercial acumen to negotiate and win back customers considering a move.</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Churn Prevention: Our data allows us to predict when customers might be considering a move. You will contact these customers to try to understand why they might be considering it, and win them back to being a loyal Dojo customer.</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Portfolio Protection: Treat every customer like your own business. You’ll be measured on retention conversion rates, portfolio revenue retained, cross/upsell conversion and success in boosting CSAT through proactive contact.</span></p> </li> </ul> <h2><span style="font-size: 12pt;"><strong><strong>What You’ll Bring…</strong></strong></span></h2> <ul> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">A background in a fast-paced environment. This could be face-to-face or telephone-based, but you’ll be comfortable meeting and exceeding targets.</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Excellent communication and negotiation skills - you’re a natural at handling objections and are comfortable articulating the value of a product or service to customers.&nbsp;</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">A results-driven approach where you’re motivated by a target-driven environment.</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">The resilience and grit to handle tough conversations and the positivity to focus on how we can help our customers get the most out of our products!</span></p> </li> <li style="font-size: 12pt;"> <p><span style="font-size: 12pt;">Previous experience in retentions is desirable, but not essential</span></p> </li> </ul> <p>&nbsp;</p><div class="content-conclusion"><p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Dojo home and away</strong></span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">That's why we have an office-first culture. This means working from the office 4+ days per week.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></p> <p style="line-height: 1.4;"><span style="font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt;"><br></span><span style="font-size: 12pt;"><strong>Question: what’s curious, relentless, and customer obsessed?</strong></span></span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If the following speak to you, let’s talk:</span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You’re curious. You have a real desire to learn and create.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You’re relentless. You keep going even when it’s easier not to.&nbsp;</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You’re customer-obsessed. You know how important customers are to what you do.&nbsp;</span></li> </ul> <p style="line-height: 1.4;">&nbsp;</p> <h4 style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Diversity, equity, and inclusion at Dojo</strong></span></h4> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.&nbsp;</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.&nbsp;</span></p> <p style="line-height: 1.4;">&nbsp;</p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Visit <a href="https://www.dojo.careers">dojo.careers</a> to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.&nbsp;</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">#LI-Hybrid</span></p></div>