Head of HR/Head of People

Job Ref: DJKG1261
Job Title: Head of HR/Head of People
Location: London
Salary: £50k to £80k (depending of experience) plus bonus and benefits
Employment Type: Permanent

This is a fantastic opportunity for an experienced Head or HR or Head of People to join a tech driven travel company.
This is a growing entrepreneurial organisation and due to the growth of the business they are now looking for a dedicated Head of HR or Head of People to join this energetic and vibrant environment.
As a Head of HR or Head of people you be responsible for all aspects of the HR operations and delivery of strategic objectives in a diverse and high growth company.

Some of your responsibility will be to:
• Drive alignment between HR strategy and business goals
• Continuous monitoring of HR polices and processes and implementing any changes
• Manage complex employee relations
• Administer the full payroll cycle
• Participate in the implementation of projects and procedures

If you are interested in applying for this position, you will need to be a Head of HR or Head of People or be looking to step up to this level. Ideally CIPD qualified and a proven HR generalist with around 5 years’ experience with an online or tech company ideally.

To apply for this position please forward a copy of your CV to us. 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 Service Consultant

Job Ref: DJJM1198
Job Title: Customer Service Consultant
Location: London – Greater London – South East
Salary: £20,000 – £23,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Consultant to take responsibility to respond to consumer calls on a wide range of financial issues, thinking about the customers experience and going the extra mile to resolve the issue at hand.

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

As a Customer Service Consultant, you will work within the B2B or B2C part of the business working closely with other members of the team to deliver exemplary customer service, a good understanding and previous experience of FCA guidelines and have worked within a contact centre are essential as well as a previous record or meeting deadlines and KPI targets.

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:

• Responding to consumer calls on a wide range of financial issues
• Liaising with other members of staff to resolve complex queries
• Drafting written correspondence
• Using judgement to absorb, interpret and summarise large quantities of information
• Identifying and escalating cases where there is a risk
• Working in a team to meet department and FCA goals
Essential Skills

• Excellent spoken and written communication skills, including active listening and using simple language
• An investigatory mind-set, knowing how to find answers
• An ability to make judgement-based decisions, using analytical skills to clarify situations
• Excellent relationship building skills, building rapport, adapting to and empathising with others
• Resilient, able to work to KPI’s even when under pressure
• Positive, composed, impartial and productive

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.

Team Leader/Team Manager Customer Service

Job Ref: DJJM1762a
Job Title: Team Leader/Team Manager Customer Service
Location: London – Greater London – South East
Salary: £30-35,000 plus bonus and bens
Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

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

As the Team Leader/Team Manager within customer service, you will work with the senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels.

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.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:
• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, coach and develop staff in the Contact Centre
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Team Leader/Team Manager, working with a team of customer service advisors to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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.

Contact Centre Manager

Job Ref: DJJM1197
Job Title: Contact Centre Manager
Job Location: London
Salary – up to £55,000 + bens
Job Type: Permanent

Reporting to the Head of B2B, 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 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.

Customer Service Manager – Contact Centre Manager – Call Centre Manager (Home Based) (Overnight)

Job Ref: DJJM1181
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager (Home Based) (Overnight)
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Customer Service Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award-winning brand apart from the competition.

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

As the Customer Service Manager within the overnight team, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Team Leaders to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

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 and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
• Forecasting, daily planning and delivering great people leadership.
• Delivering strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, coach and develop staff in the Contact Centre
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Drive continuous improvement ethos within the contact centre and the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Service Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and 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.

Contact Centre Sales Manager (Outbound)

Job Ref: DJKG1254
Job Title: Contact Centre Sales Manager (Outbound)
Location: Hertfordshire and the Greater London area
Salary/OTE: £60k to £70k plus car allowance with generous bonus and benefits
Employment Type: Permanent

This is a fantastic opportunity for an experienced Outbound Contact Centre Sales Manager to join an outstanding market leading organisation within a service environment.
This is an opportunity to join an established company as an Outbound Contact Centre Sales Manager in a pivotal role in the organisation that will work with key stakeholders servicing UK Consumers throughout the UK as they will be ambassadors to this brand.
This organisation is looking for an experienced Outbound Contact Centre Sales Manager who can lead, develop and motivate the team to maximise sales to the retail market.
This role reports into the Head of Customer Operations and this position is part of the senior management team.

As the Outbound Contact Centre Sales Manager some of your responsibility will be to:

• Lead the team to achieve sales targets whilst delivering outstanding customer experience
• Drive new and existing retail sales through new campaigns and promotions
• To ensure the team deliver excellent retail experience which is measured through retailers’ feedback
• To support and develop the advocacy of external partnerships including trade bodies
• Ensure all polices and procedures are embedded and delivered

If you are interested in applying for this position, you will need to have a passion for delivering exceptional sales leadership and management within a contact centre environment and be commercially focused to deliver consistently against sales and operations goals. You will need experience in understanding and working with dialler technologies and set-ups is important for this role along with being able to interpret data to influence partners and to manage the sales team.
The role is a Monday to Friday role and may require occasional travel.

To apply for this position please forward a copy of your CV to us. 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.

Distribution Team Manager/Home Delivery Manager

Job Ref: DJKG1246
Job Title: Distribution Team Manager/Home Delivery Manager
Location: Slough, North West London
Salary: £30k plus £150 monthly bonus
Employment Type: Permanent

This is a fantastic opportunity for an experienced Distribution Team Manager/Home Delivery Manager to join this growing service led organisation. The Distribution Team Manager will be tasked with hands on management of developing a team and improving performance through training and motivational leadership style.

The department has recently undergone departmental change to improve performance and delivery service to its customers.

The main responsibility is to champion a positive team culture of within the department and lead them in providing an excellent delivery service. You will report to the Distribution Manager and you will have direct and indirect reports.

The Distribution Team Manager/Home Delivery Manager will be a strong coach and developer of people. You will have a hands-on approach, whilst looking to deliver better performance, identifying and driving continuous improvement.

If you are interested in applying for this position, then you will need to have a proven background in management and leadership ideally within a Home Delivery Service with around 5 years experience

To apply for this position please forward a copy of your CV to us. 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 Service Manager – Contact Centre Manager – Call Centre Manager – Operations Manager

Job Ref: DJJM1196
Job Title: Customer Service Manager – Contact Centre Manager – Call Centre Manager – Operations Manager
Location: London – Greater London – South East
Salary: £40-50,000 plus bens
Job Type: Permanent

An opportunity for an experienced Customer Service Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation.

The Customer Service Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

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

As the Customer Service Manager within the contact centre, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Team Leaders to deliver a positive, engaging environment, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

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 and dealing with escalated customer enquiries will be part of your responsibilities.

Some of the duties will include:
Forecasting, daily planning and delivering great people leadership.
Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Service Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and 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 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.

Management Information Analyst / MI Analyst

Job Ref: DJPF1237
Job Title: Management Information Analyst / MI Analyst
Location Central London
Salary: £32,000
Employment Type: Permanent

My Client is looking for an experienced MI Analyst to provide meaningful insight for their customer operations teams. You will be responsible for the development of reports and providing meaningful insight to operational teams to ensure the best decisions are made.

Some of the Responsibilities include:
• Experience of building reporting suites within an operational business.
• Develop reports in line with business requirements.
• Delivery of all reporting activities to agreed timescales and quality.
• Contribute to enhancing existing reports to increase efficiency and effectiveness.
• Help to build analytical capability within the team.
• Produce analysis and make recommendations to management.
• Provide meaningful insight to operations teams.
• Work with other business areas through data gathering and analysis.
• Share MI best practice across all contacts.
• Provide guidance on all MI related matters.

If you are interested to apply:
• Highly numerate and IT literate, with a genuine passion for data.
• Strong Excel skills.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Analytical experience essential.
• Experience in using SAS and SQL to extract data and build reports.
• Zendesk experience or similar Contact Management system experience is desirable.
• Complex problem-solving skills.
• Strong ability to extract, manipulate and present data into reports.
• Ability to interpret data and make recommendations to 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.

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.

Contact Centre Manager (6 Month Contract)

Job Ref: DJJM1192
Job Title: Contact Centre Manager (6 Month Contract)
Job Location: London
Salary: Up to £55,000+ bens
Job Type: Contract – 6 months

Reporting to the Head of B2B, 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 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.