Contact Centre / Customer Service / Operations Manager

Job Ref: DJKG1303
Job Title: Contact Centre / Customer Service / Operations Manager
Location: Essex and Greater London
Salary: £35k to £40k
Employment Type: Permanent: Monday to Friday

I am looking for a Contact Centre Manager / Customer Service Manager or Operations Manager that has managed contact centre teams through change and transformation. This well-established client may be able to start the successful person immediately if available.

You will be part of a team of Contact Centre Managers who report to the Head of Customer Services and have 3 Team Leaders with the overall contact centre running at 150fte.

This is a pivotal role within this organisation. The main remit for this role is to reshape and upgrade processes, procedures and systems of the busy contact centre along with looking at training and development within the team.

• Provide direct line leadership and management for the team leader
• Empower the team leader through training and development and execute outstanding customer service
• Promote processes to the team leaders around 121’s, timekeeping, training etc to implement within the contact centre
• Have experience working within a contact centre that is undergoing change and transformation around culture, people, processes and technology

This is a fast paced organisation that can deal with vulnerable people and situations, so an element of empathy and ability to act efficiently is paramount. This role would suit someone that understands the challenges of taking people through transformation in all areas of a contact centre and can really get involved and promote the changes to the team leaders and wider functions of the contact centre.

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.

Head of Customer Service Operations – 6 month FTC

Job Ref: DJHB1032
Role: Head of Customer Service Operations – 6 month FTC
Location: London
Salary: up to £100,000 per annum plus benefits
Job Type: 6 month FTC

An exciting opportunity has arisen for an Interim Head of Customer Service to join an established organisation.
Reporting to the Customer Services Director, you will be responsible for the delivery and performance of the customer service operation for the business and will be required to lead and drive the operational customer service strategy for the organisation of around 100FTE.

Working within a dynamic team, you will be responsible for:
• Taking ownership of the delivery on the customer service department with a particular focus on the development of the people and scale up process.
• Delivering and implementing the operational strategy for the consistent performance of the customer service team.
• Developing the internal customer service team to create future leaders and a strong succession plan within the business.
• Driving an evolving culture to continually improve processes and procedures to benefit the customer journey.

You will ideally be:
• Experienced in managing a team at Head of level, reporting directly into board level.
• Able to demonstrate the ability to lead a department to continually improve through the development of a changing environment experiencing continual growth.
• Able to lead and mentor Senior leaders to achieve.
• Experience within a scale up business would be a huge advantage.

This is an exciting Senior level position within an established organisation who are driving change, positive culture and development of the team internally. You will be required to manage teams onsite and will be the inspirational leader within this growing brand.

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 any discussions or offer any assistance regarding sponsorship.

Motor Claims Manager – Claims Operations Manager – Claims Manager

Job Ref: DJJM1242
Job Title: Motor Claims Manager – Claims Operations Manager – Claims Manager
Location: Madrid
Salary: 35,000 – 40,000 euro plus bens
Job Type: Permanent

We have an opportunity for an experienced Claims Manager who has experience and knowledge of Motor Insurance claims to take responsibility for a wider Claims assessment function looking at continuous improvement and identifying trends and root cause to improve operational process, liaising and managing key stakeholders where appropriate.

The Claims Manager will be responsible for refining operational processes, procedures and customer journeys to make sure the overall claims process is as lean, fast and efficient as possible. You will share technical expertise, advice and guidance with the management team.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Claims Manager, you will work across all claims departments, working closely with the team as well as heads of department and other senior customer management team to identify and develop best practice.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements will be part of your responsibilities.

Some of the duties will include:
• Assessment of process, procedure and policies, driving lean methodologies to create the most efficient operation.
• Conducting Due diligence using methods and practice.
• Positively influence and contribute to the team culture along with sharing best practice
• Provide exceptional customer experience by reviewing customer journey and root cause analysis
• Drive continuous improvement ethos within the team and the wider business
• Define and develop opportunities to improve processes, procedures and a better service proposition to customers

If you are interested in applying for this position, you will need a proven track record within Motor Claims management, you will need to have worked at a senior level previously and experience within a regulated environment is essential, however the ability to think differently, challenge the status quo whilst encouraging those around you to do the same will be key to this exciting 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, 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.

Collections Manager

Job Ref: DJHB1029
Role: Collections Manager
Location: London
Salary: up to £60,000 per annum
Job Type: Permanent

Are you experienced in the creation of processes and strategy within a debt collection environment?
Would you like the opportunity to create and form a department from scratch?
Are you use to working within a highly regulated industry sector?
We’re currently working closely with a disrupter within the market who are looking for someone to work in an autonomous and very hands-on role to create a collections department within a dynamic business in the London area.

Having the opportunity to be a big part of the business’ acceleration and growth plans, you will be building a team of collection specialists to work with you on the journey of the business.
This role is pivotal in leading the direction of best practice within the business aligned with regulatory guidance, so experience of doing so in a previous role is paramount.

Responsibilities will include:
• Implementing strong processes and procedures to ensure that the business is aligned with industry best practices to deliver the Collections function within the wider organisation.
• Monitoring inbound and outbound Collections activities.
• Establishing and maintaining strong stakeholder relationships.
• Creating and implementing billing and debt collection processes.
• Promoting customer engagement and experience within the remit of their products and services.

You will ideally be:
• Able to demonstrate a track record in the B2C market for Customer collections, the implementation of customer technologies.
• Of entrepreneurial spirit with a can-do attitude whereby you are happy to engage in a diverse range of tasks.
• Excited by the challenge of a start-up environment and by the change and continuous improvement.
• Ambitious, driven through self-motivation and resilient.

This is a fantastic opportunity for a proven individual to learn and grow and part of a dynamic start-up team.

All they’re looking for from you is the drive and enthusiasm to assist with the launch of the business, as well as the right attitude and aptitude to enhance this leading product into the luxury retail sector!

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.

Solutions Architect (Contact Centre Solutions)

Job Ref: DJMA1824
Job Title: Solutions Architect (Contact Centre Solutions)
Location: UK Home Based.
Salary: £65-70k base
Job Type: Permanent

Bridging the gap between engineering and sales, the solutions architect is a critical position within the development of this ambitious software provider, that prides itself on the quality of their execution.

Managing the Technical Q&A with customers and prospects, the Solutions Architect will take the lead on strategy and architecture of the solution, scenario planning, design and workflow planning,
ensuring a successful deployment and customisation

The Solutions Architect will support the Pre and Post-Sales Support teams across the cloud platform for both their channel partners and enterprise clients.

You will need the ability and gravitas to work with a top-class engineering team and take a customer success approach and thinking to deliver a high-quality flawless execution.

This role will have a requirement to travel across the UK and internationally (3-4 times a month)

Previous experience of solutions architecture in a Contact Centre and or Unified Communications, Telephony/PBS environment 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 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.

Head of Operations / Contact Centre Manager

Job Ref: DJJM1239
Job Title: Head of Operations / Contact Centre Manager
Job Location: London / Middlesbrough
Salary: Up to £70,000 + bens (PRO RATA)
Employment Type: 6 Month Contract (Part-Time 4-Day Week)

Reporting to the Head of Operations, this role is with 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 a first-class customer experience in all interactions
• Performance management of team members, including driving a coaching culture and planning training programmes
• Driving engagement and loyalty of employees, through development of reward schemes and recognition
• To consistently review people and process to deliver operational efficiencies and customer excellence
• Develop and maintain effective working relationships will all internal / external stakeholders

The ideal candidate will have a passion for coaching and developing staff, 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.

Sales Manager (Telesales / Call Centre) (Contact Centre Background Required)

Job Ref: DJJM1238
Job Title: Sales Manager (Telesales / Call Centre) (Contact Centre Background Required)
Job Location: South East
Salary: up to 45k + bens
Employment Type: Permanent

Reporting to the Head of Operations, this role is with a company operating within a high growth and competitive market sector. The post-holder will play a pivotal role in the design and ongoing success of a sales function, effectively delivering robust and compliant sales success, twinned with an entrepreneurial flair in order to maximise all business opportunities.

Some of the responsibilities will include:
• To provide significant input to development of telephony sales process and procedure, ensuring compliance with industry / corporate guidelines.
• To provide visible and clear direction to your team, ‘leading by example’ and carrying overall responsibility for departmental KPI’s / targets.
• To recruit and subsequently develop a high performance sales team, defining KPI’s / targets, providing first-class coaching and on-going support.
• To work collaboratively with the senior leadership team in pursuit of wider business objectives, providing accurate, weekly, MI with regard to departmental performance.
• To consistently review both operational practices and departmental performance, ensuring high performance is rewarded and under-performance is addressed.
• To manage all data records of all clients and prospects in-line with industry guidelines and corporate expectations.

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.

Solutions Architect (Contact Centre Solutions)

Job Ref: DJMA1824
Job Title: Solutions Architect (Contact Centre Solutions)
Location: UK Home Based.
Salary: £65-70k base
Job Type: Permanent

Bridging the gap between engineering and sales, the solutions architect is a critical position within the development of this ambitious software provider, that prides itself on the quality of their execution.

Managing the Technical Q&A with customers and prospects, the Solutions Architect will take the lead on strategy and architecture of the solution, scenario planning, design and workflow planning,
ensuring a successful deployment and customisation

The Solutions Architect will support the Pre and Post-Sales Support teams across the cloud platform for both their channel partners and enterprise clients.

You will need the ability and gravitas to work with a top-class engineering team and take a customer success approach and thinking to deliver a high-quality flawless execution.

This role will have a requirement to travel across the UK and internationally (3-4 times a month)

Previous experience of solutions architecture in a Contact Centre and or Unified Communications, Telephony/PBS environment 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 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.