Contact Centre Operations Director/Managing Director Contact Centre

Job Ref: DJMA1811
Job Title: Contact Centre Operations Director/Managing Director Contact Centre
Location: Permanent relocation required to an international coastal location
Salary: £100-120,000 UK Equivalent (Paid in local currency) negotiable dep on candidate and experience, up to 50% bonus, relocation assistance, benefits.
Job Type: Permanent

This role is being advertised across the UK to attract an individual who would be interested in the opportunity to relocate to a large international coastal location for a permanent role senior, strategic role within a large contact centre operation (1000 Plus FTE)

The role will be tasked with shaping the future of the operation by ensuring the delivery of an efficient and effective client experience through the delivery of consistently high-quality service delivery to customers.

This is a fast growth outsourced environment and the business will be looking for individuals who can build and develop motivated, highly engaged, performance focussed teams and grow and develop strategic level client partnership operations.

You will be used to managing a P&L, developing budgets and financial forecasts. Building and developing influential relationships with internal and external stakeholders. Developing client relations to ensure the ongoing success, improvement and future retention and growth of accounts.

If you are interested in applying for this position, you will need to have proven experience gained at a strategic level working within a third-party supplier management, outsource, or BPO capacity.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Director of Operations (Asset Management & Repairs)

Job Ref: DJHC4285
Job Title: Director of Operations (Asset Management & Repairs)
Location: South East / London
Salary: Up to £100k salary + bonus + benefits
Employment type: Permanent

I am looking for a commercial and customer centric Director of Operations, to take ownership of the repairs, major works, and Asset Management teams.

This is a commercial and customer focused role, with an innovative and forward-thinking organisation in the Housing Sector.

Responsibilities:
• Responsible for the development and delivery of the organisations Business Plans, leading operations across Asset Management, large scale works and repairs
• Take total ownership of the Profit & Loss for the function
• Focus on effective Asset Management ensuring profitability and delivery of budget
• Effective leadership and development of the teams to deliver quality services within budget
• Maintain and develop a range of strategic and operational relationships internally and externally in support of mutually beneficial approaches to business plans and growth
• Target portfolio growth through effective and efficient Asset Management
• Provide professional leadership at all levels, role modelling company behaviours and values
• Identify the needs of the customers, with regards to safety, paying particular attention to vulnerable customers, keeping the property portfolio exceptionally well maintained in line with business standards

Key behaviours:
• Demonstrable experience of successful Asset Management in either social housing or a similar industry
• Experience of managing property repairs at a strategic level
• High level of commercial acumen
• Self-starter, resilient, focused, a real achiever of results (customer & commercial)
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo
• Energetic & enthusiastic

If you are interested in applying for this position, you will need to have a proven track record of improving commercial and operational delivery in social housing or related industries.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Senior Head of Customer Service

Job Ref: DJHC4283
Job Title: Senior Head of Customer Service
Location: Yorkshire
Salary: Up to £120k salary + car + 20% bonus
Employment Type: Permanent

I am looking for an enthusiastic and energetic Senior Head of Customer Service, who has experience of driving results for the customer across Customer Experience and managing in house and outsourced operational teams. This role will also be responsible for kick starting a digital transformation programme.

This is a fantastic opportunity to make a huge impact and drive large scale change across Customer Experience and digital!

Responsibilities:
• Reducing customer contact and driving Customer Experience quality and focus
• Facilitate a channel shift from voice to digital
• Understanding the customer base and reasons for calling by properly utilising data
• Deliver overall change and improvement to the Customer Service function
• Deliver end to end Customer Experience improvements by working cross functionally over all business areas
• Drive performance by effective people Leadership and stakeholder management
• Build a fit for purpose customer strategy that will significantly increase Customer Service and the overall Customer Experience

Key behaviours:
• Enthusiastic and energetic
• A change agent
• Self-starter, resilient, focused, a real achiever of results
• Excellent stakeholder management skills
• Excellent influencer at all levels
• Engaging leader – able to communicate at all levels
• Excellent understanding and customer journey mapping and customer experience

If you are interested in applying for this position, you will need to have a proven track record of driving performance teams in a complex contact centre and customer experience environment.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Regional Customer Service Director

Job Ref: DJHC4280
Job Title: Regional Customer Service Director
Location: South East/ London
Salary: Up to £110k salary + bonus + benefits
Employment Type: Permanent

I am looking for a very customer centric Regional Customer Service Director, who has experience of managing operational teams, in social housing, social care and/ or support services.

Responsibilities:
• Lead and develop plans for the Region through the involvement of colleagues, customers and stakeholders
• Responsible for the development and delivery of the Regional Business Plan, focussing on continuous improvement in customer service
• Seek opportunities to improve the customer experience by integrating care and support services into housing management
• Effective leadership and development of the Regional Management team to deliver quality services
• Maintain and develop a range of strategic and operational relationships externally and relevant to the Region in support of mutually beneficial approaches to regional plans and growth
• Target growth through developing new services and new markets
• Contribute to the development of the Customer Service strategy through a thorough understanding of local/regional policy context, competition and sources of funding
• Provide professional leadership to all regional staff and teams at all levels, role modelling company behaviours and values

Key Behaviours:
• Demonstrable experience in successful operational delivery at a senior level in either social housing and/or care and support
• Self-starter, resilient, focused, a real achiever of results (customer & commercial)
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo

If you are interested in applying for this position, you will need to have a proven track record of improving customer experience and customer service in social housing, social care and/ or support services industries.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.