Contact Centre Manager

Job Ref: DJJM1140
Job Title: Contact Centre Manager
Location: Midlands
Salary: 3/6 Month temp to perm contract (£60,000+ bens Pro Rata)

Reporting to the Operations Director, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the service delivery across the business.

Some of the responsibilities will include:
• To ensure first-class customer experience in all interactions
• Performance management of both team managers and team member
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders
• To Drive customer satisfaction through effective management of staff ensuring that all KPI’s are met if not exceeded on a regular basis

The ideal candidate will have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing people, change and making commercial decisions, in conjunction with multiple stakeholder groups, 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 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.

IT Project Manager – 12month FTC

Job Ref: DJPF1133a
Role: IT Project Manager – 12 month FTC
Location: Warwickshire
Salary: up to £500 per day

My client who is looking for an experienced IT Project Manager to manage a project team to deliver a joint ERP and CRM implementation. The successful candidate will be responsible for project level decisions and overall project direction. A large element of responsibility is to support the implementation of the ERP across the UK sites.

The Candidate
• Demonstrable experience of managing teams of greater than 10 people
• Proven track record on ERP implementations and support.
• Can manage deadlines when delivering implementation and support work.
• Will bring demonstrable experience and knowledge of ways of working employed within other organisations that can provide benefit to the Company
• Knowledge of MS CRM would be advantageous but not essential
• Knowledge of a Customer Service environment managing customer calls, customer agreements and field service would be advantageous but not essential

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.

Assistant Customer Services Manager (12 month contract)

Job Ref: DJKG1197
Job Title Assistant Customer Services Manager (12 month contract)
Location: Staffordshire
Salary: £38k to £42k

We have a great opportunity with a market leader to join an established and growing team managing between 15 and 20 Advisors.

The role
The remit for this role is to ensure the day to day running of the team, along with training, coaching and mentoring of the team.

Some of the duties will include:
• Ensuring all work flow is distributed efficiently
• Conclude any escalated customer complaints
• To actively manage the floor
• To ensure individual and team KPI’s are met
• Promote new incentives
• Manage performance in real time
• Work to service compliance paperwork

The Candidate
My client is looking for a professional Team Manager who has 18 months minimum experience in a supervisory role. You will need to be flexible on working hours as this is a 7 day customer service contact centre. Your own transport is beneficial for this role.

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.

IT Project Manager – 12month FTC

Job Ref: DJPF1133
Role: IT Project Manager – 12month FTC
Location: Warwickshire
Salary: up to £60,000

My client who is looking for an experienced IT Project Manager to manage a project team to deliver a joint ERP and CRM implementation. The successful candidate will be responsible for project level decisions and overall project direction. A large element of responsibility is to support the implementation of the ERP across the UK sites.
The Candidate
• Demonstrable experience of managing teams of greater than 10 people
• Proven track record on ERP implementations and support.
• Can manage deadlines when delivering implementation and support work.
• Will bring demonstrable experience and knowledge of ways of working employed within other organisations that can provide benefit to the Company.
• Knowledge of Movex and/or Infor M3 ERP System would be advantageous but not essential
• Knowledge of MS CRM would be advantageous but not essential
• Knowledge of a Customer Service environment managing customer calls, customer agreements and field service would be advantageous but not essential

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 organizations, 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.

Head of Resource Planning – 6 MONTHS FIXED TERM CONTRACT

Job Ref: DJPF1137a
Role: Head of Resource Planning – 6 MONTHS FIXED TERM CONTRACT
Location: South East
Salary: £85k FTC (or up to £600 per day)

My client is looking for a Head of Resource Planning who will be responsibility for effective capacity planning and insight creation in order to improve Customer Experience, Revenue performance and operational effectiveness of Customer Centres – covering circa 700 employees, handling circa 2.5M contacts per annum across inbound & outbound telephony, email chat media and back office operations. THIS ROLE IS FOR AN IMMEDIATE START.

The successful candidate will have experience of leading a planning team across a multi-channel contact centre operations. They will have extensive knowledge of end to end planning and MI.

The specific responsibilities of the team include contact forecasting, employee scheduling, adherence and real-time management as well as being responsible for optimisation of the Customer Centre telephony including Voice Response and call routing. The team is responsible for Business Performance reporting, regular report production (Operational performance, Customer Satisfaction, People engagement), revenue forecasting & targeting and developing new reporting tools and databases. In addition, expert support Insight is provided to the Customer division.

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.

Customer Support Manager Export (3-6m fixed term contract)

Job Ref: DJMA1739
Job Title: Customer Support Manager Export (3-6m fixed term contract)
Location: Anglia
Salary: £24,000

We have a 3-6 month fixed term contract for a division of a large blue chip plc.
As an international business, they distribute and export products to customers all around the world. You will be working within the Customer Service team, supporting with order processing and export/import shipping.
Alongside this, you’ll organise, optimise and enhance the Customer Service department, with a focus on continuous process improvements. You’ll also support the Supply Chain function with day to day operations.

Taking ownership of the new customer set up process, you’ll ensure all new customers are correctly onboarded. Using our internal systems, you’ll process orders from order receipt through to delivery, in line with company processes and agreed timescales. This will involve communication with multiple internal and external stakeholders, including customers, colleagues and wider contacts.

This is a great opportunity for someone looking for a challenging role in a fast paced, international Customer Service/ Export environment. We’re looking for someone with experience working with Export documentation/ incoterms/ Customs/ Letters of credit. You’re analytical, with strong Excel skills. You’ve got experience within a Customer Service role would be desirable, ideally coupled with some supply chain experience.

What is important to us is that you are a strong team player, who has a high level of accuracy in their work. You’re a great communicator, being able to quickly forge relationships with people. Being highly numerate and having worked with business systems would be a plus, as this is a large part of the role.

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 organizations, 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.

Contact Centre Manager (Initial 6m FTC poss perm contract following)

Job Ref: DJMA1729
Job Title: Contact Centre Manager (Initial 6m FTC poss perm contract following)
Location: Midlands
Salary: £35-45,000 base plus bonus, bens.

This is a potential permanent opportunity, but on an initial six-month interim fixed term contract, for an experienced Contact Centre Manager to take on a highly autonomous role. Reporting to the Operations Director and leading a specialist team within this a high-profile business.

They will be looking for an individual who can identify and drive continuous improvements; to realise better employee engagement, advanced customer contact initiatives such as live chat, sales through service opportunities, training and knowledge base for the team and the development of customer insight and analytics.

• You will take charge of the existing customer service centre to ensure that all calls, current KPI’s and SLA’s are adhered too.
• Act as the Voice of Customer across the business to develop wider awareness and enhanced customer process and experience initiatives.
• Liaise with marketing to develop and identify customer communications.
• Develop Insight and analysis to help improve customer satisfaction, sales and employee development.
• Work closely with the Operations Director to develop strategic initiatives and present opportunities for the development of best practice, tools and technologies.

If you are interested in applying for this position, you will need proven contact centre management experience. You will have some clear evidence of being able to utilise insight and analytics to drive continuous improvement and enhanced customer services, sales and employee engagement.

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 organizations, 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.

Contact Centre Manager (12 Month Fixed Term)

Job Ref: DJJM1124
Job Title: Contact Centre Manager (12 Month Fixed Term)
Job Location: South West
Salary – Up to £40,000+ bens per annum

Reporting to the Customer Service Director, this role is within a highly successful organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in providing exemplary service.

Some of the responsibilities will include:
• To ensure a first-class customer experience in all interactions
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Agree service delivery plans and monitor service output
• Develop and maintain effective working relationships will all internal / external stakeholders
• Performance management of both team managers and team members, including driving a coaching culture

If you are interested in applying for this position, you will need to have a proven track record leading teams who manage and deliver service based activity.

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 Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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.

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Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.