Job Title: Customer Insight Analyst (MATERNITY COVER 6-9 MONTH CONTRACT)
Location: South West (Wiltshire)
Salary: Up to £25k per annum
Job type: Permanent
Reference: DJHC4069

My client is looking for a Customer Insight Analyst to join their team based in Wiltshire.

As a Customer Insight Analyst you will:

• Contribute to business performance and growth through the provision of accurate reporting
• Analyse campaign results and trends in customer behaviour
• Drive actionable insight and aid brand strategies
• Provide accurate campaign data for marketing and telesales
• Effectively communicate all insights to relevant stakeholders
• Any other task as required to do so by the Customer Insight Manager

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

Job Ref: DJLD1407
Job Title: Supervisors/ Team Managers (Call Centre) Full and Part-time
Location: Midlands
Salary: Varied

My client are going through a period of expansion at present and are looking for Supervisors and Team Managers to work various shift patterns to include some evenings and weekends in both Customer Service and Collections. You will need to have run teams, enjoy working in a fast paced environment and be a good team leader who engages and develops their staff to achieve. You will need to enjoy working with SLA’s and KPI’s with a proven record of success. In return, the Company Offer, excellent Benefits, Full Support and Development Training in an ever growing business.

If you would like to hear more about these types of opportunities within the Call Centre World please get in touch. This will suit an individual who enjoys ‘Making a Difference’ where customer service/care is their passion and who never compromises on quality and always believes and Leads from the front.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

Reference: DJMA1440
Job Title: Planning & Performance Analyst
Location: Swindon
Salary: £23- 26500 base plus bonus, extensive benefits.

This is an opportunity to join an ambitious business in a growing and dynamic part of their operation, supporting both a front and back office contact centre operation, offering outstanding customer service.

The Planning & Performance Analyst will have significant influence over decisions that have real impact over future direction; you will make the most of every opportunity to strengthen the development of strategies, planning and business management across all contact channels. Whether you’re making recommendations on the budget, placement and targeting of staff, analysing key customer and market information to identify trends, or developing MI to drive effective decision making, you’ll be genuinely committed to delivering exacting forward-thinking insights and recommendations.

Some of the responsibilities will include:
• Completing analysis used directly by senior management
• Incorporating analysis into the wider business picture
• Making recommendations for future business strategy
• Influencing the shape of our branch network and other channels

This position will suit a candidate with a mathematical/statistical background and or education.
You will have excellent attention to detail with experience of analysing and problem solving with large databases and a highly advanced working knowledge of major Microsoft products, particularly Excel.

You will possess an excellent numerical capability and an analytical questioning way of thinking and problem solving with the ability to provide the sort of actionable outcomes that deliver business results. And you’ll know just how to communicate key priorities and recommendations concisely and effectively whether verbally or in writing.

Although not essential, knowledge of statistical modelling and data mining software such as SPSS, Clementine or SAS would also be highly desirable.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.comor 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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

Job Ref: DJSG2188a
Job Title: Resource Manager
Location: Midlands (South)
Salary: £27K-33K + bens

Reporting to the Head of Customer Services, this role will carry responsibility for supporting the delivery of first-rate customer service, via contact centre operations, through the provision of accurate forecasting of volumes and scheduling the appropriate amount of staff to meet these needs.

Specific responsibilities will include:-

• To utilise available resourcing tools to accurately forecast contact centre requirements
• To identify peaks and flows of calls to enable the most cost efficient and effective use of resources for the contact centre
• To identify and implement appropriate resource allocations, shift patterns and break scheduling for operational teams, ensuring effective cover for holidays and other absences.
• To support the Head of Customer Service in the effective management of external and internal stakeholders to ensure delivery of a best in class service
• To ensure that issues are correctly allocated and escalated if needed with responses that are consistent, accurate and within agreed timescales and service standards
• To act as the escalation point for unresolved queries and complaints and take action to resolve them, recommending and implementing changes to processes as needed to improve customer services

The ideal candidate will have demonstrable experience of successfully working within the resource planning function of a contact centre operation. Individuals with supervisory experience may have an advantage.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

Job Ref: DJLD1404
Job Title: Dialler/Data Manager
Location: Midlands
Salary: £30k Circa

I am working with a leading brand looking for a Dialler Manager who is used to working on large campaigns to achieve 100% agent efficiency and productivity, ensuring exceptional outbound contact capability at all times. You will ensure total optimisation of campaigns through data analysis. You will enjoy working in a fast paced environment with a totally flexible approach, working to set deadlines.

Accountabilities:
• Full Dialler Management and Creation of Campaigns
• Loading of data for all Outbound Campaigns.
• To ensure agents are assigned to correct campaigns.
• Recycling of records within campaigns as required.
• Management of the relationship with other departments especially IT to ensure maximum dialler performance
• Management of the Dialler platform ensuring platform stability and resilience.
• Planning of bespoke shift requirements to fulfil each campaign and forecast staffing requirements and hourly productivity
• Manage and build relationships with 3rd parties/suppliers to produce each individual campaign, identify duration, staffing requirements and provide feedback on progress in report form
• Ensure that all outbound activity adheres to all current legislation

You will need to be an excellent communicator who has analytical qualities and enjoys producing excellent performance through data.
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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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

Job Ref DJLD1403
Job Title Debt Collections Manager (DCA Relationship Manager)
Location East Yorkshire
Salary £32-35k base + benefits

This is an opportunity to join a blue chip brand and business for a Debt Collections and Recovery Manager to manage the relations with the Debt Collections Agencies. The team are responsible for ensuring controls and relations are in place to deliver outstanding customer service, maximise performance and minimise bad debt to the business. You will provide a vital customer service function and aim to resolve any difficulty in payment that customers may experience by providing a range of affordable and sustainable repayment options to our customers.

Some of the Responsibilities will include:
• Manage the relationships with Debt Collection Agencies both on live and closed accounts and ensure excellent customer service is provided.
• Administer, manage and improve/refresh the supplier/DCA panel and place debt to the best suited DCA.
• The role also includes line management supervision of an analyst and the DCA Administrative support function.
• The position will be based in Hull but will be required to travel around the country to oversee suppliers and carry out supplier audits.
• Carry our regular performance reviews with all DCA’s.
• Manage operational team carrying out DCA performance management activities.
• Understand the DCA marketplace, and consider the use of new entrant, new strategies and techniques.
• Negotiate contracts across multiple suppliers/agencies.

In order to apply for this role, you must have strong relationship management experience with customer services and operational knowledge of the drivers and levers that influence debt; ideally but not essentially have experience of high value/volume debt collection activity with good influencing and negotiation skills. You will be involved in negotiating contracts across multiple suppliers/agencies; you must also have leadership, performance management and analytical skills.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Customer Experience Jobs, Resource Planning Jobs.

Job Ref: DJHC4067
Job Title: Senior Operations Manager
Location: Anglia
Salary: Up to £50k + bonus

This is an exciting role within a high profile blue organisation currently undergoing significant transformation.

The role of the Senior Operations Manager will be to lead their teams deliver a best in class customer experience, drive performance and maximise opportunity to achieve business targets through effective and creative people leadership.

Some of the responsibilities will include:
• Operational responsibility of Team Leaders in a sales and service environment and an overall FTE of approx 150
• Support manage and coach team members enabling them to perform to their maximum potential
• Act as an escalation point for customer queries
• Provide constant monitoring and management of quality standards
• Drive best practice through innovative and creative leadership. Identify opportunities that facilitate positive and timely change for both Customers and Employees
• A positive role model in leading the direction that inspires and encourages people
• Provide timely, relevant and influential communications to own team by disseminating business information.
• Establish effective Relationship Management with internal and external stakeholders

If you are interested in applying for this position, you will need to have a proven track record of contact centre operational management with significant people management experience in a high performance environment, across sales and service.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs

Job Ref: DJMA1436
Job Title: Real Time Analyst
Location: Manchester
Salary: £22 – 27,000 base plus benefits and shift allowance. (Shifts will include some weekends and evening work)

Opportunity to join a large blue chip business based in Manchester for a proven and experienced Real-Time Analyst to oversee the Intraday and Service Delivery functions across the customer contact operations.

Some of the Responsibilities will include:
• Work within a Service Delivery function covering all our operational areas
• Support the delivery of customer service levels across multiple workflows.
• Support the delivery of operational excellence
• Work within a strong culture of teamwork, mutual respect and social responsibility

You will form part of the team that is responsible for managing and controlling all customer interactions, across multiple sites and business areas, on a short-range and real-time basis.

If you are interested in applying for this position you will need to demonstrate a good understanding and experience in a Real-Time/ Service Delivery role. You will proactively drive the right resource decisions and performance actions to balance workload priorities across the inbound and outbound telephony areas, processing, and complaints management.

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.
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Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Resource Planning Jobs, Customer Experience Jobs, Call Centre Manager, Contact Centre Manager, Customer Service Manager, Resource Planning Manager.

Job Ref: DJSG2190
Job Title: Real-Time Analyst (6 month contract)
Location: Midlands
Salary: to 21K (pro-rata)

Reporting to the Senior Operations Manager and working within a high volume, fast-paced contact centre operation, this role carries responsibility for ensuring that resource meets customer call demands during operational hours.

Specific responsibilities will include:-

• To work in conjunction with other members of the central planning team to ensure that SLA’s are met
• To ensure that attendance patterns are adhered to and matched to adequately forecasted requirements
• To analyse intra-day management and MI report data to optimize resource availability to ensure sufficient resources are deployed to meet customer demand
• To act as a point of contact for resource planning and real-time management with other areas of the business and the contact centre management team
• To work methodically and positively within a pressured working environment

The ideal candidate will have demonstrable experience of working within the resource planning / real-time team of a commercially focused contact centre operation.

Initially on a six to nine month basis there may be an opportunity to extend the contract thereafter.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment

Job Ref: DJMA1431
Job Title: Team Manager
Location: London
Salary: to £28-32k base, plus bonus and benefits

This large reputable brand are hoping to identify a proven people led Team Manager who report into and deputise for the Operations Manager. The Team Manager will oversee a team of Advisors in their small customer contact centre, the team offer a best in class level of service delivery and your primary responsibility will to ensure this continued level of service proposition, whilst working with the Operations Manager to continually improve and enhance the team, customer service and business proposition.

Some of the Responsibilities will include:

• Management responsibility for a team of Contact Centre Advisors
• Monitor and manage the Contact Centre team to deliver service levels whilst ensuring that resources are organised and therefore the team is able to complete other activities as required.
• Produce daily, weekly, monthly reports for the team and review to ensure that resource is maximised and that the operation and agents are performing efficiently.
• Coach, monitor and develop advisors through the application and delivery of performance management and quality framework to deliver increased excellence of service across all workstreams, ensuring that all advisors are receiving consistent and timely 1-2-1’s and quality monitoring and coaching sessions
• Act as the escalation point to support Advisors’ and customers’ with complaints or difficult issues and or queries.

If you are interested in applying for this position, we will be looking for a proven background as a Team Manager within a Customer Service/Contact Centre Operation. You will have proven experience at leading from the front and managing and developing a team of Advisors, getting the best out of your team to achieve service levels and go above and beyond as required to enhance the service proposition.

There will be occasions where you may be required to work a Saturday or Sunday, or over normal daily working hours, dependant on projects and workload so flexibility will be required.

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 specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.

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.

http://www.callcentremanagerjobs.com/

http://www.customerservicemanagerjobs.co.uk/

http://www.resourceplanningjobs.com/

Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Call Centre Jobs, Contact Centre Jobs, Customer Service Jobs, Customer Experience Jobs, Resource Planning Jobs.