Pros
Not sure if it was worth it but the job has made me more resilient. The intensity and fast-paced nature of the company meant that for the most part the operations teams really had their sh.t together. I have left the company with great skills and experience. Having joined the company when I did, I had the opportunity to work across different teams within CS and had exposure to roles outside of customer service. I was able to get experience in coaching, project management, quality, risk, and change management which has given me lots of potential options for my career path. I want to stress that you will not necessarily have those same opportunities joining the company now. The onboarding and training was brilliant, but was 4 weeks of classroom training and not much hands on practice. Benefits package was very good, office was nice. Felt like there was a camaraderie between colleagues.
Cons
In some ways I feel lucky that I got to be a part of Dojo while it was a fantastic place to work, however it was painful to watch that disappear within 3 years. The job was very tough for a customer service role, looking back on it I can’t believe how much stress and anxiety I had constantly. The day to day role was very demanding and it didn’t help that KPIs were constantly changing and felt more difficult to achieve each quarter - it felt like people would work really hard to meet the demands of the role and then management would realise that too many people were achieving bonuses so had to set the bar higher and higher. I understand that sometimes businesses have to reprice for various reasons but I don’t think Execs ever spared a thought for the front line staff getting shouted at by customers whose prices had increased multiple times a year. Then if you don’t retain enough of those customers your bonus gets taken away?? If the company is putting customer retention in the hands of customer service advisors the least they can do is compensate us fairly for it. One of the worst things about the role was the treatment from payment consultants some of who were constantly rude and condescending, asking us to lower their customers prices without following the proper processes (which they know we weren’t allowed to), sometimes even raising their voices to us on the phone with very little consequence. Sales commissions went up rapidly and by huge amounts while we were fighting for a pay rise once every 3 years and a tiny bonus. There was a huge amount of miss-selling from PCs, which CS had to deal with through complaints and trying to retain those customers. Consultant lies to customer to get them signed up -> customer gets upset and decides to leave -> customer service rep bonus at risk if they fail to retain them. I was lucky never to be impacted by redundancies, the worst of which seem to have happened after I left the company. It is disappointing to see how many managers were made redundant, only to see people now being promoted into those same roles (presumably for a lot less money).
