ES Barcelona
|Performance Management
|18 Jul 2025
|R-0004098
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 a Training & Coaching Consultant, you will play a pivotal role in enhancing the skills, knowledge, and overall performance of our Customer Service teams across our Barcelona, Bristol and London sites. This hybrid role combines the key elements of performance coaching and training consultancy to drive continuous development, engagement, and excellence in customer service.
You will have the autonomy to create impactful learning experiences and tailored coaching interventions that align with business goals. By leveraging data-driven insights and collaborating with stakeholders, you will ensure our teams remain adaptable and high-performing in a fast-paced, evolving environment.
This is an exciting opportunity for a passionate and flexible professional who thrives on coaching, training, and empowering people to reach their full potential.
What You Will Do...
- Design and deliver engaging learning solutions, including new product releases, performance improvement, technical and soft skills, and customer service onboarding.
- Create and implement personalised coaching plans to support Team Managers and Customer Service Advisors in achieving key performance indicators (KPIs).
- Use data insights to identify performance trends and areas for improvement, working with key stakeholders to drive measurable change through coaching.
- Support and mentor in-house New Starter Support Coaches to ensure an exceptional onboarding experience.
- Facilitate regular calibration sessions with stakeholders to maintain quality standards and consistency.
- Collaborate with the Training & Quality Manager to identify learning needs and develop targeted interventions.
- Promote self-directed learning by leveraging our Learning Skills Platform and blended learning approaches.
- Evaluate the effectiveness of training and coaching interventions, making data-driven recommendations for continuous improvement.
- Act as a subject matter expert and ambassador for Talent Development best practices.
- Keep up to date with industry trends and innovations in training, coaching, and customer service best practices.
What You Will Bring...
- Fluent in both English and Spanish, spoken and written (ability to speak Italian and/or French is also desirable)
- A strong background in Learning & Development, coaching, or performance management.
- A passion for developing people, with the ability to create impactful learning and coaching experiences that drive results.
- Proven experience in coaching and/or training in a customer service or contact centre environment with a minimum of 2 years experience in a dedicated role.
- The ability to work autonomously and flexibly, adapting to changing priorities and business needs.
- Strong facilitation skills, capable of tailoring delivery to different learning styles and levels of experience.
- Excellent communication and stakeholder management skills, with the ability to engage and inspire teams at all levels.
- Analytical mindset with experience in using data to inform decision-making and improve performance.
- Creativity and problem-solving skills to design innovative training solutions.
- A relevant professional qualification (e.g., CIPD or coaching accreditation) is desirable but not essential.
This role offers a unique opportunity to blend training and coaching expertise, fostering a high-performance culture and empowering individuals to excel in their roles. If you are passionate about learning, adaptability, and making a tangible impact, we’d love to hear from you!
Please submit 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
