The Role Customers are the most crucial part of our business. Every interaction with our customers is an opportunity to develop a strong relationship with them, helping them to take full advantage of all of the products and services that Dojo offers. Our Customer Service department is the face of our business - we pride ourselves on delivering high-quality service across multiple contact channels. You’ll lead a team of exceptionally talented Team Managers and high-calibre Advisors in this exciting Fintech business. You’ll be an exceptional people leader and coach, with great experience of developing talent. 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. You will support the Head of Customer Service in delivering excellent customer service through the day-to-day running of the operation and supporting projects and initiatives to improve efficiency and drive growth. What you will do Help shape an exceptional culture in your teams, leading high-performing and highly engaged teams Consistently drive a customer-first mindset where we deliver the very highest standards of customer service Manage Team Managers to support their development, whilst giving them autonomy and room to progress Learn the product inside out to ensure that you are representing our customers’ needs to the relevant teams, as we continue to build and evolve our market leading platform. Interface with the other sites to ensure that our customer experience is getting the utmost attention throughout the business. Manage the numbers; we need to run a slick operation and focus on our metrics. But you’ll need to make sure you know what are the right metrics to manage. We need to delight the customer at all times. What you will bring… Exceptional leadership skills, with experience developing a high-performing team within a customer service-led contact-centre environment Evidence of career progression in high-quality service environments Pace, energy, dynamism, sense of humour, attention to detail, customer focusyou’ll need to be an all-rounder Evidence that you can get your hands dirty and lead on process and policy as well as people. Experience in leading through change and empowering them to drive performance through their teams. Culture is so important to us, and you’ll need to be comfortable operating at pace, having fun, working hard, collaborating effectively and sometimes with ambiguity. Excellent understanding of all elements of a contact centre operation, including how revenue and additional value can be driven through interactions with our customers Analytical ability with evidence to support this